Customer service
Esure loses customer claim in ‘isolated’ incident
Esure has been accused of negligent customer service after BBC’s The One Show highlighted two claims from policyholders who struggled to get in contact with the insurer following accidents.
Consumer Duty fails to improve insurance customer’s experiences
Most general insurance customers have seen zero improvement in service from general insurance providers since the implementation of the Financial Conduct Authority’s Consumer Duty a year ago, with some even saying things have gotten worse, research has…
Which? demands FCA action over ‘widespread’ claims-handling failures
Consumer champion Which? has launched a new campaign to end “the insurance rip-off” and has called on the Financial Conduct Authority to take tough action against claims handlers who fall short of the regulator’s required standards.
Which? demands action against insurers that are poorly handling complaints
Rocio Concha, director of policy and advocacy at Which?, urges the regulator to hold the insurance firms’ feet to the fire for causing customers unfair delay or distress.
SRG buys broker; Lockton’s space practice; Markel’s head of casualty
Friday Round-Up: Insurance Post wraps up the major insurance deals, launches, investments and strategic moves of the week.
Digital claims: closing the loop from FNOL to settlement
Technology is transforming the ease and efficiency of the insurance claims process. But there’s still a balance to be found between light touch and human touch. Saxon East reports.
Harnessing responsible AI in the insurance industry
Trade Voice: Ann Dingemans, lawyer at Kennedys and Fleur Rochester, Kennedys partner and president of the London Forum of Insurance Lawyers, look at how insurers can take advantage of artificial intelligence in the right way.
Digital Bar Quarterly: Could AI help deliver “out of the insurance world customer experience”?
Insurance companies need to get out of the digital innovation slow lane and look beyond incremental change if they are to reap the full benefits of AI, according to Altus general insurance director Mark McDonald.
Hiscox uses AI to slash underwriting from three days to three minutes
Hiscox has shortened its lead underwriting journey for the London Market sabotage and terrorism book from three days to three minutes through the use of generative artificial intelligence.
How generative AI is everything, everywhere in insurance all at once
How insurers have been able to swiftly pilot generative artificial intelligence, prove the value of embracing this technology and roll it out across the wider business is examined by Insurance Post Editor Emma Ann Hughes.
Why AI won’t fully replace the human touch in insurance
By anticipating customer needs, investing in personalised experiences, and only then utilising the latest in AI technology, Jonathan Roomer, co-founder and head of customer success at YuLife, argues insurers can redefine customer success and generate…
Video Q&A: Mind Foundry’s Selim Cavanagh
Mind Foundry director of insurance Selim Cavanagh recently caught up with Insurance Post content director Jonathan Swift to discuss the use of generative AI within the insurance space.
Jensten’s Hardie to wield axe on insurers with shoddy service
Alistair Hardie, Jensten Group’s CEO, has thrown down the gauntlet to “all insurers” to “throw out the service rule book” and start again, because “nobody has got it right”.
Mounting dissatisfaction with home insurance as premiums increase
Data analysis: NFU Mutual, Bank of Scotland, Nationwide, Saga, and Co-operative Insurance have the most satisfied home insurance customers, according to research by Fairer Finance.
Q&A: Liz Hopper, Harry Hall
Liz Hopper, managing director of equestrian specialist Harry Hall, shares how she plans to attract 10,000 more horse owners and how she switched the 130-year-old riding attire business to a membership model offering insurance.
Groundhog day after 39 years at the ABI
After retiring from the trade body, Malcolm Tarling, former chief media relations officer at the Association of British Insurers, urges providers to avoid trying to make their products sexy and says clear communications are essential in the fight to…
Power List: Ones to watch in insurance in 2024
Here are the ones to watch who narrowly missed out on a place in this year’s Insurance Post Power List, but based on their role, career to date and growing influence look set to feature in future rankings.
Quote speed and data accessibility at top of brokers’ wish list
Aviva's broker barometer has put access to data and insight, and speed of quotes at the top of broker wish lists as insurer service continues to be a top challenge.
Brokers want less AI conversation and better service please
Fiona Nicolson reveals brokers want a little less conversation about artificial intelligence and to have a lot more grown-up conversation about balancing online experiences with being able to talk to an insurer's staff at this year’s British Insurance…
Big Interview: Tara Foley, Axa
Tara Foley, CEO of Axa UK & Ireland, outlines how the business can now do intraday pricing, shares the provider’s growth plans, and reveals how artificial intelligence is changing ways of working at the insurer.
Axa reveals how AI is transforming the business
Axa UK & Ireland has 12 “between proof of concept and proof of value” artificial intelligence initiatives currently ongoing across the business, according to CEO Tara Foley.