Customer service
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…
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…
Digital and Insurtech Awards 2018: Full list of winners
Aviva was declared the Digital Insurer of the Year at the 2018 Digital and Insurtech Awards on Friday 23 November.
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…
Covéa's Stephen Walker on empathy, the digital skill you need
As insurance is embracing digital technologies, the most crucial skill it will need is empathy, explains Stephen Walker, director of claims, customer and operations at Covéa Insurance.
Aviva's Rob Townend on using digital to improve insurers' reputation
Insurers need to leverage technology to make insurance simpler and improve its reputation, writes Rob Townend, managing director of Aviva’s UK general insurance business.
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: How use of the supply chain can help meet high customer expectations – and manage costs
Insurers should have confidence in their supply chain partners to help their business deliver a better customer experience. However, James Roberts, business development director, insurance at Europcar UK, argues many take a short term view believing the…
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…