Customer service
For the record: Brightside sold to Markerstudy; Aviva acquires Axa XL HNW team; Aston Lark buys Bruce Stevenson and Inflexion invests in broking again
Post wraps up the major insurance deals, launches and investments of the week
Briefing: Ex-Aviva CEO Mark Wilson's insurtech electric dreams
Mark Wilson might have not quite managed to turn Aviva into the 320 year old disruptor he had hoped, but Post content director Jonathan Swift reasons he might have more luck scratching that digital itch with his latest venture Abacai, even in a soft…
Intelligence: Operational resilience - Regulators raise the bar for crisis response
After drawn-out consultations financial regulators will soon lay out what they expect from firms in terms of operational resilience. Harry Curtis investigates.
Intelligence: Performance reviews
A few years ago Net Promoter Scores were a buzzword in insurance feedback. However, after a year where the sector has suffered repeatedly from bad headlines over business interruption and Covid-19 payouts, Post asks if firms still want to hear about how…
Interview: Christian Formby, Assurant
Assurant’s Europe boss Christian Formby tells Post how he came into the role, explains the growth opportunities for its B2B2C connected home, lifestyle and car offering and discusses how it faces competition from all angles, despite having no similar…
Zurich’s Richard Pash says insurers must follow as going green becomes mainstream for consumers
With environmental concerns front and centre for consumers when making their buying decisions Richard Pash, UK chief customer officer for Zurich, argues that the insurance industry needs to understand the issues and deliver relevant, specific and…
Blog: Mental health – the silent casualty of climate change
Zurich UK chief claims officer David Nichols considers the impact of weather-related claims on mental health, and what insurers, government and public bodies must do to help.
LV tops Aviva, Churchill, Nationwide and Saga to win customer service crown according to ICS
LV has again been ranked the top insurance organisation in the UK by the Institute of Customer Service in its biannual UK Customer Satisfaction Index, although the gap at the top between it and the chasing pack has been reduced.
Insurer satisfaction unaffected by Covid-19 despite record policyholder problems, says Institute of Customer Service
The Covid-19 pandemic and subsequent lockdowns have not had a detrimental impact on the insurance sector’s overall customer satisfaction - despite the number of people experiencing problems hitting an historic high, according to the latest report by the…
Policyholders must be helped to understand gaps in cover says CII panel
The industry must communicate to policyholders what their policies do not cover to address reputational issues the industry is facing and help breach the expectation gap, a panel of senior industry professionals speaking at a Chartered Insurance…
Briefing: BI ruling a self-made catastrophe for insurers
Insurers have been found hugely wanting by a business interruption judgment that is a victory for common sense. But the struggle is not over yet, for them or their customers.
For the record: The week in deals featuring Aston Lark, GRP, PIB, Marsh, MS Amlin, Nexus, Partners& and Sedgwick
Post wraps up the major insurance deals, launches, investments and strategic moves of the week
BGL’s Peter Thompson on how the learnings of 2020 can make this the year of opportunities
The challenges of the coronavirus pandemic led to substantial technological advances that insurance must build on this year, says Peter Thompson, CEO of insurance, distribution and outsourcing at BGL Group.
Preview: What will 2021 bring?
Post spoke to insurers, brokers and claims professionals to get their predictions for what 2021 will look like.
Intelligence: Procurement - making two-way partnerships work
Procurement in the 1980s and 1990s was all about who you knew. Tender processes then took over but today the market relies on a rolling review system to ensure customer service levels remain high and partners are delivering as they should on a day-to-day…
Video Q&A: Aviva GI leadership team – Phil Bayles, Gareth Hemming, Colm Holmes and Patrick Tiernan
At this year’s British Insurance Awards Aviva scooped a quartet of awards including General Insurer of the Year.
Blog: Replacement vehicle services - building a stronger customer journey
While many of us work from home, looking out of our windows it’s hard not to spot the rising number of vans and other light commercial vehicles on our roads. James Roberts, business development director for insurance at Europcar Mobility Group UK, argues…
Fully Comp episode 8: The pros and cons of crowdfunding for insurtechs
Welcome to episode eight of Fully Comp, Post’s video series tackling some of the biggest issues in insurance.
Response Tap's Ross Fobian on how the insurance industry can deliver better customer experiences
Ross Fobian, CEO of Response Tap, looks at how the insurance industry, while it's one of the most competitive and commoditised sectors there is, still doesn’t appear to have fully embraced the value of customer experiences.
Video: Insurance and Covid-19 - Initial reaction to the crisis and rebuilding in a new environment
Like all industries, insurance has been impacted profoundly by the Covid-19 pandemic.
Blog: How the insurance industry can boost customer engagement
Customer engagement has never been so important in insurance, argues Jasvinder Gakhal, managing director, Direct Line – Business.
Blog: How personalised videos can help insurers get their message across during Covid-19 and beyond
Personalised video has fast become pivotal in facilitating one-to-one communications on a large scale within the insurance industry. Its usefulness will only continue to grow, argues Alexandra Foster, BT director, insurance, wealth management and…
Blog: Levelling the playing field with gender specific insurance
Sam White, CEO at Freedom Services Group, has recently launched a gender-based insurance brand in Australia. She explains why this customer-centric approach is challenging the status quo in the market.
Allianz's Graham Gibson on using technology in claims
Graham Gibson, chief claims officer at Allianz Insurance, takes a look at how technology is bringing benefits in the claims arena