Customer service
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…
This week in Post: Funds, loyalty and crime
Gift cards may not be very personal, but they are perfect when you are not sure what to get someone. However, if you are anything like me you put them away in a “safe” place and forget to use them in time.
Rising Star: Ali Pierce, Domestic & General
Listening to the needs of customers while working at Domestic & General's call centre led to Ali Pierce climbing to group head of communications.
FCA pledges crackdown on firms displaying disregard for customer outcomes: updated
The Financial Conduct Authority has warned general insurance firms that it "will not hesitate to intervene" if firms fail to meet their obligations to customers.
The British Insurance Awards 2019: Shortlist revealed
Right Here, Right Now, it is shortlist time!
Q&A: Richard Coleman, Collinson
With increased regulation and Brexit travel insurance is facing an interesting time, Post caught up with Richard Coleman, European director at Collinson, who talked to us about his thoughts on market developments in 2019.
LV's Mike Crane on dealing with changing customer expectations
Customers’ expectations are changing and they are demanding to be more informed. Mike Crane says insurers risk alienating customers if they don’t explain how and why they price risks
Blog: Policy renewals – the importance of loyalty
What many insurance companies perceive when their customers renew is the illusion of loyalty. Oke Eleazu, chief operating officer at Bought By Many, argues consumers don’t have an affinity for their insurance company and renewals are usually down to…
Webinar: Removing the shackles of heritage technology to become fit-for-purpose
The burden of legacy or heritage technologies is not a new issue for the insurance industry.
Six insurtech start-ups to watch in 2019
As Post gears up to launch the 2019 Insurtech 100 listing in association with Tallt, Post content director Jonathan Swift highlights six businesses that will hope to be featured in forthcoming rankings
Roundtable: Building out from the back office
The hype over new technologies might have the industry excited. But there remains a question of whether these firms’ back offices are fit for purpose to enable them to maximise these customer facing investments. Against this backdrop, Post, in…
Ageas' Ant Middle on why the industry shouldn't focus on 'doom bingo'
It's pretty easy to generate a list of challenges facing the insurance sector in 2019 but Ant Middle, chief customer officer at Ageas, believes insurers should be looking to creating new opportunities instead.
Blog: How can insurers keep up when the future is being created every day?
Insurers will inevitably retain insurance as their core offering. But must act more like venture capitalists and develop innovation cultures to succeed according to Geoff Knott, director, Ninety Consulting
Roundtable: Is a single customer view taking off in insurance?
The term ‘single customer view’ has been a buzzword for a number of years now, but how close it is to being a reality in insurance? With this in mind, Post, in association with Marklogic, held a roundtable to discuss the importance of SCV, and how to…
Director of Content's comment: Insurance dynasties - Who will be the next predator?
“Extraordinary animals, each in a heroic struggle against rivals and against the forces of nature, fighting for their own survival and for the future of their ‘Dynasties’."
Subsidence surge sees claims up 300% in 2018
It has been predicted that 2018 won’t be just a subsidence surge year, but one that will see the greatest upsurge in claims over a two year period.
Blog: The four dichotomies of innovation in insurance
Insurance needs to have more creative ideas, with stronger commercial outcomes, delivered through a better-disciplined approach, argues Dan White, senior partner, Ninety Consulting. And then senior executives might not be so sceptical when it comes to…