Claims
Why green parts mean we’re repairing for resilience
View from the top: Jon Walker, CEO of Axa Insurance UK, breaks down why green parts must be at the centre of any sustainable claims offering for not only the environment, but also the customer.
Tweakments tamed: how reform reshapes insurance risk
Rachel Gordon examines how UK reforms that aim to tame the aesthetics ‘Wild West’ will give insurers clearer risk signals, more consistent underwriting data and a market that may finally balance growth with greater accountability.
How to transform your contact centre into a fraud prevention hub
This guide looks at how insurers can use contact centre intelligence to detect fraud earlier, disrupt organised crime networks and better protect customers. It explains why contact centres provide a unique window into different stages of fraud and…
Biker’s £4m claim crashes after posts tell another story
Keoghs has helped the Motor Insurers’ Bureau expose a fraudulent £4m injury claim brought by a motorcyclist, in what has been described as the largest finding of fundamental dishonesty under the Untraced Drivers’ Agreement 2017.
Instant claims: making straight-through processing a reality
The shift to instant claims is transforming insurance payments. But technological, regulatory and cultural hurdles stand in the way.
Five Years On: Reflections on the OIC Portal and what comes next
As the Official Injury Claim Portal passes its fifth anniversary, Donna Scully, director at Carpenters Group, says it offers a timely moment for reflection.
Supercharging insurance fraud intelligence
This report focuses on the role of the telephony channel in insurance fraud. It explains how fraudsters target insurers across the policy and claims lifecycle, and how greater visibility of caller activity can reveal behavioural and intent signals that…
Home insurers with the most satisfied customers revealed
Customer trust and satisfaction in home insurance is improving, but Fairer Finance’s latest consumer survey shows claims handling remains weak and vulnerable customers continue to face the poorest outcomes.
Summer risk guidance for commercial and personal lines clients
With summer on the way and warmer conditions ahead, what are the risks facing personal lines and commercial lines clients? Aviva’s summer risk guidance provides some top tips for brokers on how to support your clients when it comes to managing seasonal…
Outcome-seeking AI: Insurance’s next platform evolution
Once AI agents are trained across underwriting, claims, policy administration, and customer engagement, something fundamentally new becomes possible. This blog sheds light on why the emergence of outcome-seeking AI marks the beginning of a new phase in…
Insuring the Birkin boom: risks in plain sight
As iconic handbags appreciate significantly in value, Tim Evershed examines how insurers are adapting to challenges around portability theft risk, valuation volatility and the limitations of traditional home insurance policies to cover the cost of such…
Why property insurance should lead the charge on sustainability
Conall Bolton, senior product consultant at technology and data analytics company Cotality, explains how incorporating carbon impact into claims can turn moments of loss into long-term impact.
Pet insurance risks a Consumer Duty reckoning
As pandemic-era pets age and claims costs increase, James Daley, founder and managing director of Fairer Finance, warns many owners are set to discover their policies offer far less protection than they expected.
Why insurers need to talk about garden design
Editor’s View: Following a visit to Chelsea Flower Show to admire Flood Re’s Contain the Rain garden, Emma Ann Hughes reflects on why insurers need to talk more about gardens, drainage and flood resilience.
Are first edition children’s books an insurance risk?
Emma Myrie, lead underwriter at specialist home insurer Homeprotect, warns that valuable children’s book collections are an often-overlooked contents risk that could leave policyholders underinsured.
Q&A: Mark Rose and Luke Anyon, Tracker
Mark Rose, managing director, and Luke Anyon, sales director of Tracker, explain how their multi-layered technology and close collaboration with insurers and police are helping recover stolen vehicles at scale – and why wider adoption could significantly…
Why insurance renewal conversations may now matter as much as claims
Even when claims and service are delivered as expected, customers are now much more critical of the value they’re getting and whether products genuinely meet their needs. This article explores why the routine policy renewal conversation is becoming a…
FCA outlines how insurers must up their claims game
The Financial Conduct Authority has warned insurers they must improve claims handling standards and consumer understanding of cover following concerns raised in the Which? super-complaint into home and travel insurance.
Moody’s predicts slow and uneven AI impact for insurers
Artificial intelligence’s impact on the insurance sector will unfold gradually and be “credit-neutral to positive” for the industry, Brandan Holmes, vice president and senior credit officer at Moody's Ratings, has predicted.
How top-rated insurers manage reviews
In insurance, because decisions are emotional as well as financial, reputation is built on how insurers listen and learn from customer experiences. This article explores how top-rated insurers use customer reviews to understand and improve the…
Insurance industry’s most powerful leaders revealed
Insurance Post’s Power List cuts through the noise to reveal who really moved markets, shifted outcomes and shaped the UK general insurance sector over the last 12 months.