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Covea Insurance

Intelligence: Protecting customer-facing staff

With rising energy bills, inflation and the cost-of-living crisis all hitting consumers in the pocket tensions are running high and customers service departments are facing more hostility. Sam Barrett investigates what insurers are doing to protect their…

Intelligence: Getting FNOL right

Being the very first point of contact is the ultimate aim for insurers when it comes to motor claims but, as Martin Friel finds out, only a change in mindset to truly put the customer experience first is likely to achieve this.

Briefing: Carrying the can in the AR sector

The debacle which led to the Financial Conduct Authority ordering Munich Re Digital Partners to get John Lewis to pull its ‘Let Life Happen’ home insurance advert has intensified the focus on appointed representatives, a sector not short of regulatory…

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