Customer service
Aston Lark's Peter Blanc on the communication dilemma
As business insurance is increasingly sold online, Peter Blanc, group CEO of Aston Lark, warns against insufficient cover and lack of advice.
Blog: Technology - right or wrong for claims (or both)?
Insurers building the new claims portal must be careful not to force clients down a path they don’t wish to go argues Minster Law director of claims Marcus Taylor, who points to public concerns over technology as a major obstacle to overcome
Blog: The four stages of insurance innovation - a model to make sense of the market
Insurtech innovators comes in many different shapes including 'angsty', 'arms length' and 'armchair'. However, Dan White from Ninety Consulting argues large businesses should aspire to be 'all- together' innovators to maximise digital opportunities.
Analysis: How Amazon could make waves in claims
With talk abound of a possible Amazon entry into insurance distribution, what could an Amazon entry into claims look like?
QBE's Cecile Fresneau on why underwriters ask so many questions
Brokers should value the many in-depth questions asked by underwriters, writes Cecile Fresneau, executive director of the UK insurance division at QBE Insurance.
LV's Mike Crane on insurers and brokers leading the industry into the next generation
Insurers are going to focus more on offering an end-to-end service to brokers, predicts LV Broker's managing director Mike Crane, explaining how both professions can adapt to new technology and customer expectations.
Roundtable: Future-proofing claims for the digital age
Claims has not received as much attention as many front-end processes when it comes to investment, even though it is the moment of truth on which long-term policyholder loyalty can be built
Blog: Revolutionising the motor claims experience by offering choice, not just replacement vehicles
How do we adapt the way motor claims are sorted in a world where the sharing economy is gaining traction? James Roberts, business development director for insurance at Europcar UK, offers his own thoughts, but questions whether his proposal would be…
Guevara founder Anderson: incumbent insurers complicit in stalling true customer led-disruption
Despite the hype around insurtech, the barriers to entry remain high, not least because incumbents have reputational concerns that are hampering true customer-led disruption. Indeed, the likes of Lemonade have had to water down their original vision to…
Allianz's Stephanie Smith: Insurance needs to be louder and prouder
Insurance makes the world go round and Stephanie Smith, chief operating officer at Allianz, says the industry should be prouder of its daily accomplishments.
Blog: Why partnering is the only show in town for insurtechs
For most insurtechs the question no longer seems to be whether to partner up with an incumbent, but what the nature of the partnership should be. Marketing Eye CEO Neil Edwards explains what could be learnt from fintechs such as Revolut, Monzo and…
Editor's comment: Which hat fits?
I wear many hats. As a single working mum, I have to deal with financing and running a household, managing a team of staff and producing a high-quality publication, and raising a rounded young man who I hope will take on the world in the future.
Interview: Patrick Tiernan, Aviva
Aviva Global Corporate & Specialty's new managing director Patrick Tiernan is confident of profitable growth. He tells Jonathan Swift how he hopes to take the business to the next level.
Hiscox's Tom Dixon on tactical litigation in tech
Tactical litigation is costly, underhand and rife within the technology sector, writes Tom Dixon, head of technology for Hiscox UK and Ireland, explaining how to help policyholders avoid it.
Roundtable: Digital innovation in commercial lines
The terms commercial lines and digital aren't often spoken together - is the problem that the industry doesn't talk about it or is it really not happening in the market?
Swinton's Gilles Normand on why brokers can be a guiding digital hand
Swinton CEO Gilles Normand believes brokers can be the Amazon of the insurance market.
Hastings staff to get instant customer feedback
Hastings Direct is rolling out a customer sentiment platform that will give its staff real-time access to their own customer feedback.
Week in Post: Picking up the pieces after Biba 2018
The possibility of physical and mental collapse is now very real. No sympathy for the Devil. Buy the ticket, take the ride.
Interview: Ali Crossley, BGL
In less than a year in her new role as managing director for Junction and BGL Customer Services, Ali Crossley has helped implement more than 100 digital improvements across the group's brands.
Editor's comment: As easy as ABC
As any mother does, from the day my son was born, I spend a lot of time trying to get him to talk. We did baby sign language, Monkey Music singing nursery rhymes and, of course, I read to him every night before bed.