Customer service
Insurers’ Review of the Year 2023
While 2023 will be remembered as a difficult year for insurers due to consolidation, capacity restrictions plus new regulatory rules, providers still have high hopes for 2024.
View from the top: QBE’s Chris Wallace on keeping up with evolving customer needs
Chris Wallace, executive director of UK Insurance at QBE Europe, says insurers must be agile and flexible to keep pace with varying customer needs.
Motor insurers with the happiest customers revealed
Data analysis: Fairer Finance’s latest consumer survey shows Audi, NFU Mutual, BMW, Santander, and By Miles have the happiest motor insurance customers and digs into the reasons why they are more cheerful than most.
Insurers embrace AI to help reduce costs, improve efficiency, and speed up claims
AI is transforming the insurance industry. In this final part of Insurance Post’s and PayPal’s three part series, Fiona Nicolson explores how AI could play a role in improving security in the insurance sector and help alleviate the economic pressure…
CII faces more changes at the top
As the Chartered Insurance Institute faces its second search for a new CEO in as many years, the professional body has been hit by further resignations in key roles.
Big Interview: ManyPets’ UK CEO Luisa Barile and co-founder Steven Mendel
Following a difficult period where ManyPets pulled out of the Swedish market and paused sales in the US, newly appointed UK CEO Luisa Barile and co-founder Steven Mendel sat down with Scott McGee to talk through the provider's plan to get the UK business…
D&G’s Chhabra on transforming insurance through data utilisation
View from the top: Vipul Chhabra, chief data and underwriting officer at Domestic & General, looks at how underwriters are using data in new ways.
ManyPets completes flurry of executive hires as CEO Eleazu departs
ManyPets has a new line-up for its UK executive team, as CEO Oke Eleazu announces he is to leave the business, Insurance Post can reveal.
How travel led the way in embedding AI in insurance
Yannis Korgialos, vice president of insurance for EMEA at Cover Genius, on how travel offers a roadmap for AI transforming the way policyholders are protected.
For AI to dominate the future it shouldn’t forget insurance past
Editor’s View: Emma Ann Hughes’ recent claims experience suggests artificial intelligence could learn a lot from the acknowledgements sent via snail mail in the past.
BIA 2023 Video: Winners Q&A with Policy Expert’s Steve Hardy
Following its recent win in the Customer Experience category at the 2023 British Insurance Awards, Policy Expert CEO Steve Hardy shared his thoughts on what made it stand out.
Admiral is the most complained about general insurer in H1 2023
Data analysis: Admiral, Direct Line Group, Aviva, Axa and RSA were the most complained about general insurers in the first half of 2023, according to the latest Financial Ombudsman Service data.
Zurich cuts claims times; Marsh's global cyber practice; Brown & Brown partners with Ageas
Friday Round-Up: Insurance Post wraps up the major insurance deals, launches, investments and strategic moves of the week.
Amazon ramping up as the Insurance Store turns one
One year on from the launch of the Amazon Insurance Store, Scott McGee catches up with the world's largest online retailer to discuss progress to date and what the industry can expect going forward.
Why customer satisfaction in general insurance is plummeting
Customer satisfaction in general insurance providers over the last 12 months has plummeted at the fastest rate since 2008, according to the latest Institute of Customer Service report.
Insurers ready for hundreds of Luton Airport fire claims
While the Association of British Insurers has claimed it is “too early” to estimate the insured cost of a fire at London Luton Airport. LV, Ageas and Aviva have confirmed how they will be handling motor insurance claims caused by the blaze.
View from the top: Hiscox’s Fiona Mayo on why more technology shouldn’t mean less humanity
Fiona Mayo, Hiscox marketing director, says that increasing automation all too often results in treating humans like numbers.
LMA launches ESG Academy; Brown & Brown's latest deal; MS Amlin appoints CFO
Friday Round-Up: Insurance Post wraps up the major insurance deals, launches, investments and strategic moves of the week.
Markerstudy to use tough PL market to fuel further growth
Following its merger with Atlanta Group, Markerstudy Group said the current squeeze of the personal lines market, and the added pressure of more strict regulation, presents an opportunity to grow the business further both organically and through…
Trade Voice: Cila’s Marc Sweeney on navigating the evolving landscape
Marc Sweeney, president of the Chartered Institute of Loss Adjusters and director at Davies, says the professional body has a critical role to play in helping its members navigate challenges.
Aston Lark’s latest acquisition; World Nomads’ travel product partnership; and Lloyd’s unveils Women’s Cricket Team
Friday Round-Up: Insurance Post wraps up the major insurance deals, launches, investments and strategic moves of the week.
How insurers are tentatively embracing AI
Analysis: Frances Stebbing explores how insurers are using generative AI, while recognising the risks and preparing for the incoming regulation for this type of technology.
Why claims don't get better with age
Bill Brower, vice president of industry relations at Solera, explains why touchless claims could prevent the collateral damage caused by a claim failing to be quickly attended to.
How usage-based insurance is gamifying driving
Alex Hamilton examines how usage-based insurance, artificial intelligence and insurtech partnerships are transforming the sector, gamifying experiences and encouraging better habits.