Customer service
CFC's Dave Walsh on creating a culture for innovation
AM Best has confirmed it is launching a new innovation score for carriers, because innovation is seen to be "just as critical to insurers’ success as the strength of their balance sheet" and, according to Dave Walsh, CEO of CFC Underwriting, it seems…
Google powered products a 'no brainer': Applied Systems CEO
Applied Systems sees the UK as “research and development lab” for new technology and ideas following its success incorporating front end quote and buy into its Epic platform in the territory.
Blog: Breaking the dual pricing habit
Studies are now estimating it takes a smoker on average 30 attempts to quit smoking.
Top 100 UK Insurers 2019: AM Best Commentary - Insurers well placed to withstand strong headwinds
The 100 largest UK-regulated insurers, ranked by non-life gross premium written, reported a combined underwriting profit in 2018, compared to a loss in 2017. Catherine Thomas, senior director of analytics in London at AM Best, explains how they achieved…
Special report: The future of claims in commercial broking
To find out what brokers think of commercial claims handling Post and Aviva carried out some extensive research. Sam Barrett reflects on results that highlight insurers have some way to go to meet their expectations.
Analysis: Rash of cancelled cover highlights the role of the broker
A rise in the volume of UK businesses that have cancelled at least one type of insurance cover over the past few years has served to highlight the importance of the broker’s role in the insurance buying process
Special Report: The future of personal lines insurance: Expert view
The insurance industry needs to understand the demands of its future customers if it is to satisfy their expectations. EXL’s head of UK and Europe and SVP Insurance, Nigel Edwards explains how smarter insurers will adopt personalisation and a…
Special Report: The future of personal lines insurance
Retail insurance customers are changing, with a growing opinion that those born after 2000 will have very different expectations than those over twice their age because they are digital natives. Sam Barrett explores what the industry needs to do to…
Telematics Watch: Improving customer engagement and building trust
As a service-led insurance proposition based on individual driving behaviour, Igo4 CEO Matt Munro explains how telematics presents a wealth of opportunities to add value and tailor propositions to create long-lasting customer relationships built on trust.
Industry body calls on government to protect vulnerable road users
The Association of Consumer Support Organisations has called on the government to match the Financial Conduct Authority in its approach to all types of vulnerable road user.
Hastings share price dives after profit slashed to £38.2m following Ogden hit
Hastings share price fell over 8% within the first two hours of trading this morning after it reported a profit after tax of £38.2m (30 June 2018: £72.9m) for the first six months of 2019.
Senior reporter's comment: Talking ‘bout your reputation
We talk a lot about reputation. Earlier this year, Post held its inaugural reputation event, which was attended by key industry stakeholders.
FCA announces crackdown over treatment of vulnerable customers
The regulator has vowed to “take action” against insurers that do not treat vulnerable customers fairly.
Blog: Home insurance - the rise of non-standard
The way we live continues to change. The nature of risk evolves. And so does the way we understand the UK home insurance market. Mark Eastham, CEO, Avantia argues non-standard is no longer exceptional – and that has significant implications both for…
Allianz and LV win big at 2019 British Insurance Awards: Full list of winners
Allianz was among the big winners at the 25th British Insurance Awards at the Royal Albert Hall scooping three individual awards including General Insurer of the Year.
Research: In search of trust in the personal lines market
Insurance suffers from a bad reputation. Ian Hughes, CEO of Consumer Intelligence, asks what changes firms could make to improve this in the future
Zurich and Travelers discuss digital hype and legacy benefits in new Post webinar
Given the hype around digital you might be excused for thinking that you need to re-platform everything, rip out what you currently have - and start again - to remain relevant in the modern insurance market.
First Central's Andy James on trusting in insurance
Only 15% of customers will claim on their motor policies this year so how can insurers increase trust in the sector and improve its reputation with such a small touch point with customers asks Andy James, chief commercial officer at First Central…
Hiscox's Ben Walter on why insurance needs a digital turbo charge
Digital transformation is urgently needed to make our industry faster and more efficient, says Ben Walter of Hiscox Global Retail
Blog: MoJ fixed costs consultation is whack-a-mole for policymakers
The government’s plan for fixed recoverable costs to be applied to most civil cases - including personaI injury - might fix some problem areas in claims. Minster Law's legal services director Rachel Di Clemente asks if it will create more.
Covéa's Graeme Howard on why data offers endless opportunities
As a data-rich industry, the insurance sector can add value to the customer experience by using this information to enhance the way products and services are delivered. Graeme Howard, chief technology officer at Covéa Insurance, believes it’s essential…
Aviva reveals adoption rates of repair portal
Aviva has revealed that four out of five customers choose to manage their repair claims themselves.
Blog: How digitalisation can be an enabler of customer-centric strategies
A survey conducted by Post showed that insurers and brokers saw improved customer engagement as the top positive outcome anticipated from partnering with insurtechs. John Price, chief operating officer of Schemeserve, believes digitalisation is key to…