Customer service
Amazon on how insurers can get out of pilot purgatory
Insurers looking to move beyond proof-of-concept pilots must focus on customer problems, matching AI tools to specific tasks and establish clear guardrails, according to Terry Buechner, global head of insurance core system modernisation at Amazon Web Services.
Big Interview: Steve Hardy, Policy Expert
Steve Hardy, CEO of Policy Expert, explains why the nation’s biggest MGA is prioritising resilience over rapid growth, whether M&A is on the cards and shares his views on the likes of ChatGPT selling insurance.
Q&A: Jeremy Trott, Ecclesiastical
Jeremy Trott shares his plan as church operations director and what he’ll bring to the new role from his six years’ experience as claims director.
Insurance Post Census exposes employment progress and problems
While insurance may have more women reaching CEO and C-suite roles than ever before, Insurance Post’s 2026 Census exposes how progress is not being experienced evenly across the workforce.
Allianz’s Lalwani on need for collaboration around AI governance
The insurance industry must work together to implement customer-centric artificial intelligence governance, according to Allianz UK’s chief data officer Akhil Lalwani.
Axa outlines plan to drive organic growth and scale AI
Axa’s new strategic plan focuses on “accelerating customer-driven organic growth at attractive margins, and scaling AI to deepen our competitive moat”.
Big Interview: Chris Knight, Financial Conduct Authority
The Financial Conduct Authority’s new director of insurance, Chris Knight, speaks exclusively to Insurance Post about premium finance, why enforcement action against firms that fail to comply with the Consumer Duty is looming plus whether the watchdog…
Middle East disruption drives uptick in travel insurance complaints
A 30% year-on-year rise in travel insurance complaints has been partly linked to disruption from the Middle East conflict. However, Millie Ridley, senior researcher at Fairer Finance, reveals customer satisfaction in the product continues to improve.
Zurich cuts commercial underwriting time by 78% with AI
Zurich UK’s underwriting workbench for commercial insurance has reduced processing times by 78% in less than two years.
Who holds the key? The AI race to secure insurance data
As artificial intelligence becomes deeply embedded in underwriting and claims, Emma Ann Hughes examines if insurers are doing enough to keep their customers’ data safe.
Jensten buys broker; ALA’s pothole product; Antare's reinsurance head
Friday Round-Up: Insurance Post wraps up the major insurance deals, launches, investments and strategic moves of the week.
Pegasystems’ Pant warns cost could temper AI personalisation drive
Insurance will become more personalised and customer-focused through artificial intelligence, but progress could be impacted by the increasing cost of tokens, Pegasystems’ Manoj Pant has warned.
Aviva almost doubles personal lines premiums after Direct Line deal
Aviva has hailed a strong first half of 2026 with group operating profit increasing 24% to £1.32bn and UK personal lines premiums almost doubling following the acquisition of Direct Line.
ManyPets CEO aims to be top dog in UK pet insurance
After the firm announced profit for the second year in a row, and has turned its customer service around, ManyPets CEO Luisa Barile has outlined to Insurance Post its ambitions to be number one in the UK.
Aviva, Lloyds, InsureandGo and Sainsbury’s named Defaqto's top insurers
Aviva, Lloyds Bank, InsureandGo and Sainsbury’s Bank have been crowned Defaqto Insurer of the Year across the four major personal lines categories, with a further 16 providers receiving Highly Commended recognition.
Homeserve consulting on CET closure
Insurance Post has learned that Homeserve is consulting with CET with a view of closing down the business-to-business home emergency solution provider, which it bought in 2021.
Bodyshop skills crisis threatens claims service levels
Without coordinated action across industry, education and government, the pressures posed by the UK’s accident and repair sector losing 1,700 workers a year will intensify, the Institute of the Motor Industry has warned.
Why competing on price is a dead end for insurers
In a market where price wins attention but experience earns loyalty, Colin Reid, client director at Getronics, says insurers are discovering that customer trust depends on the technology, data and service behind every interaction.
Big Interview: Amy Brettell, Zurich Municipal
Amy Brettell, managing director of Zurich Municipal, gives a sneak peak of the reality of leadership, outlines how provider has transformed in recent years and identifies growth opportunities.
Petplan named insurer with the most satisfied customers
Petplan, Nationwide Insurance and Saga Insurance are the providers with the most satisfied customers, according to the latest survey conducted by the Institute of Customer Service.
John Lewis relaunches motor insurance offering
John Lewis Money has relaunched its car insurance proposition following the overhaul of its insurance business earlier this year.