Trust Insurance
MGAs roundtable: What does the future hold for managing general agents?
Nimble and niche, managing general agents have carved themselves a sizeable market share. A roundtable organised by Post, in association with RSA, discussed how these strengths equip them for the future
Editor's comment: Do you have our loyalty card?
I got a ‘call’ from my mum the other day. I mean I speak to her every day and she only lives half a mile away but this was one of those ‘could you please do something for me?’ calls.
C-Suite Insurer: Axa's Jon Walker on the elephant in the room – the broker-insurer relationship
Culturally, the industry has come a long way in the past few years.
SMEs: All things unequal
Last year’s FCA thematic review found a gap between what SMEs expect of their insurers and the service they actually get. What can insurers do to make SMEs feel more valued?
C-suite Insurer: Aviva's Rob Townend - Well done insurers
By showing the value of insurance and the claims process, customers may one day say “well done”
C-Suite - Broker: Time to show our pride
We are the industry that puts things right – it’s about time we shouted this out
C-Suite - MGA: Risk taking is our lifeblood
Being more risk averse than many other sectors has left the industry unpopular with customers
Career Development: Axa Insurance secures industry first for customer experience
Axa Insurance has become the first insurer to secure a three star Investor in Customers ‘Exceptional’ rating across both its personal and commercial lines broker businesses.
C-Suite - Insurer: Never mind the bollards
A recent first-hand experience of the claims system highlights that the personal touch is still king.
CII's Fisher to tackle direct personal lines and independent broker professionalism
Direct personal lines and the independent broker sector are two areas where new CEO Sian Fisher will aim to raise the professional agenda after taking up her new role this month.
CII launches employer apprenticeship guide
The Chartered Insurance Institute has launched its employer apprenticeship guide as part of a drive to support firms with an appetite to take on apprentices.
Axa begins publishing claims statistics for individual products
Axa has begun publishing claims statistics for its individual products in a bid to improve customer trust via increased transparency.
C-Suite - MGA: Calling all advocates
The industry needs happy policyholders to help turn its reputation around.
ABI and Biba launch joint code for vulnerable customers
The Association of British Insurers and the British Insurance Brokers' Association have today (11 January) launched a joint code of good practice to help insurers and brokers recognise and help potentially vulnerable motor and home insurance customers.
Covéa uses behavioural techniques to make policies easier to understand
Covéa Insurance has revamped its private car policy with the aim of making it easier to understand and more appealing for customers to read.
Editor's Comment: 2015: A year in review
Christmas is a time for reflection on the past year and to think about what 2016 might bring.
Broker apologises after Keswick resident faces claims handler 'unaware' of floods
Home Protect says it regrets the manner in which a call from a Keswick resident was handled after a staff member was unaware the area was affected by severe flooding over the weekend.
Trust in Insurance: Blog: How deep is your love?
The aim to make money means customers start with the assumption that insurers will reject claims.
Insurers still struggling with customer loyalty
Customers are least likely to be loyal to their insurers than businesses from any other sector, according to a study by research agency Future Thinking.
C-suite - Insurer: Earning trust
Trust comes in rational and emotional forms, and there’s a way of winning both from customers
Legal implications cited by insurers amid complex policy wording criticism
Insurers should be cautious about watering down legal policy wordings to make the documents easier to read, commentators have warned, despite new research showing one-third of policies are written for those with a university-equivalent reading level.