Customer service
Analysis: What's on the horizon for 2020?
For an industry that strives to understand and manage risk, uncertainty is not something that is relished. But with some market hardening, a final report from the Financial Conduct Authority on pricing practices and the possibility of Brexit all on the…
MGA Mole: Why is client 'confidentiality' a dirty word?
Post has enlisted a managing general agent industry mole to lift the lid on what the sector is really like. In the first of this new series, our anonymous commentator asks why the industry isn't more careful with customers' information and warns that -…
Insurtech Wrisk launches 'new type of insurance' with BMW for Mini drivers
Insurtech Wrisk has unveiled the first fruits of its tie up with BMW Financial Services Group and Allianz Automotive by offering all new UK Mini owners three months free insurance underwritten by LV Broker.
Interview: William Stovin, Markel International
As Markel International gears up for more growth across its national markets business and looks to build on its presence in Europe, Jen Frost spoke to Markel International president William Stovin about the history of the business and why Brexit has…
Roundtable: Getting over the back office blockade
Digitalisation remains the juggernaut that insurers cannot sidestep if they are to remain relevant. However, they risk falling behind more agile rivals if they fail to modernise their back offices: the beating heart of the business which might be in need…
Blog: Are MGAs best placed to build the future of underwriting?
Unencumbered by legacy technology, managing general agents are well placed to invent a better future for insurance. Cytora CEO Richard Hartley on why the likes of C-Quence and Convex are creating a radically different type of insurance company.
GRP's Mike Bruce on client relationships in commercial broking
How do brokers know that they’re doing a good job for their client? Mike Bruce, group managing director, Global Risk Partners, explains in the commoditised personal lines market, where products are relatively homogenous, it’s often simply about…
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