Technology
Claims - Big freeze: Winter of discontent
The big freeze of late 2010 led to widespread criticism of adjusters and insurers — but have lessons been learnt for the future?
PSTF: Positive feedback can be harnessed via social media
Harnessing positive policyholder feedback with emerging technologies has been highlighted as an important step towards countering consumer criticism via social media sites, while simultaneously enhancing the brand image of insurers.
PSTF: Post’s STF last week debated customer engagement and future recruitment
Insurers have been urged to use emerging technologies to change the way they interact with customers, by exploiting the growth in social and telematics data. According to an expert analyst, this will forge a “win win” relationship with consumers who…
Loss adjusting - Desktopping claims: Alternative methods
Loss adjusters have been criticised for desktopping claims and contributing to the deskilling of the industry but can this practice be made to work?
Technology - Natural language processing: Getting to know you
The data gained from knowing your customers can be invaluable, improving sales, services and customer retention. But how can unstructured data be analysed?
Hastings targets young drivers with telematics policy
Hastings Direct is set to launch a telematics-based motor policy for young drivers.
An audience with: Julian James, CII president
Next year sees the Chartered Insurance Institute celebrate the centenary of its being granted a Royal Charter. But far from sitting back and reflecting on past glories, the CII is determined to use its anniversary year to tackle the big issues set to…
Editor's comment: Sales, sprinklers and statistics
Any reputable estate agent — excusing the potential oxymoron — will tell you the property market falls quiet in the run-up to Christmas, as potential vendors focus on the festivities ahead. Not so in the insurance market, with an unexpected end-of-year…
View from the top: Embrace the post-Jackson world
The Jackson reforms present a real opportunity. As we await the Ministry of Justice consultation response, let’s be optimistic and assume full implementation next year at sustainable costs levels with real incentives to keep cases ‘on track’.
Former Aon UK boss Mahoney takes chair role and invests in analytics firm
Former Aon UK boss and past winner of the British Insurance Awards Achivement gong Dennis Mahoney has been appointed chairman of Sciemus, the analytics and modelling company.
Brown named as Chubb CIO
Chubb Insurance has appointed Chris Brown as European chief information officer.
News analysis - Smartphone apps: has the prime time arrived to invest in mobile?
The long-held hunch by savvy industry operators that the rapid emergence of smartphone technology presents a potentially lucrative revenue stream was this week underlined by Money Supermarket’s claim to have launched the UK’s first front-end motor…
Perkins Slade rings the changes
Despite a relatively quiet quarter for broker recruitment, Perkins Slade named three new directors this week. The intermediary was not the only firm making changes, with Jelf and Willis also naming new starters. Among insurers I was a bust seven days for…
Post Blog: Fail to prepare and prepare to fail
The revised deadline for Solvency II compliance for European Insurers is 1 January 2014. Despite the delay in start date, the reality is insurers cannot afford to be complacent with their plans.
Editor's comment: Coming back to bite
Confident words have a nasty habit of coming back to haunt you – as Admiral’s CEO Henry Engelhardt discovered to his cost this week. From stockmarket darling to deep disappointer inside nine months, the motor-focused UK insurer has certainly suffered a…
PSTF: Corporate technology rethink needed
Industry technology systems could become “obsolete” if companies fail to tackle information security fears, while corporate polices on device distribution and responsibility need an urgent rethink, according to expert panelists. The debate at last week’s…
PSTF: Digital channels set to dominate distribution
Insurers must embrace digital channels as the next dominant model for distribution, as the race to secure web-based connections with customers, partners and suppliers gathers momentum.
PSTF: ‘Outside-in’ approach needed to crack customer service
Insurers have been urged to adopt an “outside-in” approach to business in a bid to crack the customer service challenge and stand out from competitors – with chief information officers cited as best placed to execute this strategy.
PSTF: Customer experience: the new battleground
Providing a compelling customer experience will be the critical basis of competition for insurers in 2012 and the foreseeable future. This was the main message from Richard Edwards, principal analyst at Ovum, pictured, on managing IT strategy in an ever…
Website review: Beat That Quote
Web performance specialist Gomez looks at Beat That Quote's website.
HCML launches joint working group
Health & Case Management is set to launch a joint working group of medical experts.
Interview - Duncan Spencer: Calling the shots
Mobile phone insurance has been branded ‘useless’ by some and touted as the next potential mis-selling scandal, but Duncan Spencer believes there is a growing need for the product.
Seven in 10 insurers admits being "average" or "weak" in meeting customer needs
While the majority of insurers (91%) believe future growth depends on providing a special customer experience, most of them do not currently see themselves as providing differentiated products and levels of service, according to findings of a global…
Future technology competition
Many accuse the insurance industry of being less than innovative and behind the curve with the application of technological advances, this is you chance to prove them wrong.