Customer service
Telematics Watch: Improving customer engagement and building trust
As a service-led insurance proposition based on individual driving behaviour, Igo4 CEO Matt Munro explains how telematics presents a wealth of opportunities to add value and tailor propositions to create long-lasting customer relationships built on trust.
Industry body calls on government to protect vulnerable road users
The Association of Consumer Support Organisations has called on the government to match the Financial Conduct Authority in its approach to all types of vulnerable road user.
Hastings share price dives after profit slashed to £38.2m following Ogden hit
Hastings share price fell over 8% within the first two hours of trading this morning after it reported a profit after tax of £38.2m (30 June 2018: £72.9m) for the first six months of 2019.
Senior reporter's comment: Talking ‘bout your reputation
We talk a lot about reputation. Earlier this year, Post held its inaugural reputation event, which was attended by key industry stakeholders.
FCA announces crackdown over treatment of vulnerable customers
The regulator has vowed to “take action” against insurers that do not treat vulnerable customers fairly.
Blog: Home insurance - the rise of non-standard
The way we live continues to change. The nature of risk evolves. And so does the way we understand the UK home insurance market. Mark Eastham, CEO, Avantia argues non-standard is no longer exceptional – and that has significant implications both for…
Allianz and LV win big at 2019 British Insurance Awards: Full list of winners
Allianz was among the big winners at the 25th British Insurance Awards at the Royal Albert Hall scooping three individual awards including General Insurer of the Year.
Research: In search of trust in the personal lines market
Insurance suffers from a bad reputation. Ian Hughes, CEO of Consumer Intelligence, asks what changes firms could make to improve this in the future
Zurich and Travelers discuss digital hype and legacy benefits in new Post webinar
Given the hype around digital you might be excused for thinking that you need to re-platform everything, rip out what you currently have - and start again - to remain relevant in the modern insurance market.
First Central's Andy James on trusting in insurance
Only 15% of customers will claim on their motor policies this year so how can insurers increase trust in the sector and improve its reputation with such a small touch point with customers asks Andy James, chief commercial officer at First Central…
Hiscox's Ben Walter on why insurance needs a digital turbo charge
Digital transformation is urgently needed to make our industry faster and more efficient, says Ben Walter of Hiscox Global Retail
Blog: MoJ fixed costs consultation is whack-a-mole for policymakers
The government’s plan for fixed recoverable costs to be applied to most civil cases - including personaI injury - might fix some problem areas in claims. Minster Law's legal services director Rachel Di Clemente asks if it will create more.
Covéa's Graeme Howard on why data offers endless opportunities
As a data-rich industry, the insurance sector can add value to the customer experience by using this information to enhance the way products and services are delivered. Graeme Howard, chief technology officer at Covéa Insurance, believes it’s essential…
Aviva reveals adoption rates of repair portal
Aviva has revealed that four out of five customers choose to manage their repair claims themselves.
Blog: How digitalisation can be an enabler of customer-centric strategies
A survey conducted by Post showed that insurers and brokers saw improved customer engagement as the top positive outcome anticipated from partnering with insurtechs. John Price, chief operating officer of Schemeserve, believes digitalisation is key to…
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.