Customer service

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…

Roundtable: Dual pricing and loyalty

Loyal customers have long felt penalised by dual pricing. As the regulator and the government are promising to stop the practice, insurers discussed how to move the focus away from premiums to build stronger loyalty, at a roundtable organised by Post, in…

Blog: Who Monitors Wins

The insurance industry has never been so dynamic in terms of the new players and products coming on stream on what seems like a daily basis. Marketing Eye CEO Neil Edwards offers his advice on how to stay ahead of these developments whilst managing to do…

Top 30 Asian insurers: Diverse markets

AM Best’s ranking of Asia-Pacific non-life insurers remains dominated by the same companies as last year, writes director of analytics Chi-Yeung Lok, noting the market characteristics of mature and emerging markets stay as disparate as ever

Blog: Flood claims involving children

A flooded home can be traumatic, especially for children. Jonathan Davison, strategic development director at the British Damage Management Association, explains how the claims process can be designed to protect the mental wellbeing of younger family…

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

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