Customer service
Staysure assembles specialist team for AI chatbot
Staysure has assembled a team of conversational artificial intelligence specialists to continuously monitor and refine its AI webchat assistant Susi.
Top 100 UK Insurers 2025: Axa
Axa slips one place to ninth position on this year’s Top 100 UK Insurers list, but the provider plans to grow by being a market mover, not follower, through harnessing data and technology.
Ransomware costs soar as cyber claims decline
The financial fallout of ransomware is mounting, even as the number of cyber insurance claims received declines, data from Resilience has revealed.
What will impact UK motor moving forward?
Given predictions of the UK motor insurance market going back into the red next year, experts have outlined the factors likely to impact performance and how the industry can mitigate those pressures.
Winners of Insurance Post Claims and Fraud Awards 2025 revealed
Aviva. CFC, Charles Taylor, Crawford & Company, DWF and Markerstudy were all multiple winners at Insurance Post's Claims and Fraud Awards last night (2 October).
CII to adapt for AI-dominated insurance sector
The Chartered Insurance Institute’s CEO Matthew Hill has urged the sector to embrace artificial intelligence “not as a threat, but as a tool”. But warned professionalism, ethics and human judgment must remain central as the technology reshapes the…
Should insurers fear Which? super complaint?
Content Director’s View: On the back of the Which? super complaint relating to travel and home insurance, content director Jonathan Swift mulls what the potential outcomes might be and whether it will have as wide an impact as the dual pricing…
Which? makes super-complaint against FCA over insurance failings
Which? has issued a super-complaint to the Financial Conduct Authority, accusing the regulator of failing to tackle persistent problems in the home and travel insurance markets.
ManyPets achieves profitability for the first time
Many Group, the parent company of ManyPets, has reported a profit of £6.25m for the year ending 31 March 2025, after posting a £33m loss in the previous year, Insurance Post can reveal.
Aviva’s DLG takeover: Why social media can’t be an afterthought
After Aviva completed its £3.7bn takeover of Direct Line, Adam Biddle, CEO of marketing agency Gh0st, explores why social media visibility is critical when financial brands merge.
Is the pet insurance market delivering fair value?
As vet bills increase and complaints grow, Sam Barrett explores how the pet insurance sector is responding to consumer confusion, cover gaps, and cost pressures.
Travel insurance satisfaction increases but trust takes a hit
Despite rising customer satisfaction, Millie Ridley, researcher at Fairer Finance, shares the consumer group's data shows trust in travel insurance is falling, with gaps in transparency and clarity still causing concern.
Preventing burnout in customer-facing insurance roles
Rahul Kumar, vice president and general manager of financial services and insurance of software company Talkdesk, explains how artificial intelligence-powered tools can reduce burnout, ease workloads, and empower frontline insurance staff to better serve…
Defaqto reveals top car, home, travel and pet insurers
Aviva, Halifax, Coverwise and Sainsbury’s Bank have been named by Defaqto as the top providers for 2025 to 2026 across the four major personal lines of insurance.
CII’s Connell on how case studies are key to understanding vulnerability
Trade Voice: Dr Matthew Connell, director of policy and public affairs at the Chartered Insurance Institute, says insurers should use case studies, like those from the ombudsman, to better recognise, understand and respond to customer vulnerability.
How P&C carriers are outpacing life insurers on AI adoption
Property and casualty carriers are outpacing life insurance peers with artificial intelligence adoption, thanks to structural advantages that enable faster and more agile use of the technology.
Monzo’s new cover; Aviva boosts renewables; Laka raises £7.7m
Friday Round-Up: Insurance Post wraps up the major insurance deals, launches, investments and strategic moves of the week.
FCA’s CPD cut threatens faith in insurance
Editor’s View: The Financial Conduct Authority’s proposal to scrap the 15-hour minimum annual requirement for continuous professional development for insurers is the wrong move, at the wrong time, with the wrong consequences for everyone, argues Emma Ann…
Aviva, Saga, and LV lead the pack in customer satisfaction
Saga Insurance, Aviva, and LV have been named the top-performing insurers in customer satisfaction.
British Insurance Awards Q&A: James MacBeth, Auto Windscreens
Ahead of the 2025 British Insurance Awards, James MacBeth, managing director of Auto Windscreens, reflects on why it is supporting the event and what he is looking forward to on the big night.
Eight pillars for setting the standard for insurance service excellence
Sompo’s UK head of client management Stephanie Green and its UK head of distribution Allan Murley advocate that delivering exceptional service to both clients and broking partners is pivotal to build trust, deepen relationships and ensure sustainable…
Five takeaways from webinar on using data to improve customer loyalty
In a recent webinar hosted by Insurance Post in association with Hyland, industry leaders shared strategies for using data to improve customer insight, retention and cross-selling.
Axa is winning race to adopt AI at scale
Axa has emerged as the global front-runner in artificial intelligence adoption, according to the inaugural Evident AI Index for Insurance.
Spotlight: Unstable and rising claims drive insurer automation
As inflation, fraud and extreme weather push up claims’ volumes and costs, insurers are turning to automation and AI to manage demand, improve service and stay competitive, writes Chris Marshall.