Customer service
CFC's Pat Brice on how customer service is too often forgotten as commercial and specialty providers digitalise
Pat Brice, distribution director at CFC Underwriting, says that although digitisation among commercial insurance providers is happening at a rapid pace, delivering a frictionless experience for brokers, customers too often fall by the wayside.
Intelligence: How using parametrics in travel insurance could help the sector's tarnished reputation
Parametric products are a good example of how the complexity can be removed from the world of insurance. Martin Friel examines how their use in travel insurance could help the insurance market with its transparency and ultimately clean up its image
Q&A: Roi Amir, Sprout.ai
Roi Amir has replaced Niels Thorne as CEO of Sprout.ai. He talks to Post about how his experience has shaped him to become an artificial intelligence leader, and how AI has the potential to unlock the future of insurance.
Blog: It’s time to take action on the fair treatment of all vulnerable customers
Helen Lord, CEO of the Vulnerability Registration Service, and Rich Tomlinson, managing director of Percayso Inform, consider the industry's shortcomings on consumer protection, and highlight ways in which it can now take practical, cost-effective action…
A ‘thorough review’ of approach towards retail customers needed as FCA unveils new Consumer Duty rules
Regulation experts have warned that firms will need to undertake a "thorough review of their current approach to retail customers" as the Financial Conduct Authority revealed the details of its Consumer Duty reforms today.
Biba targets a return to verbal communication with brokers to combat 'misunderstanding'
The British Insurance Brokers' Association wants insurers to bring verbal communication with brokers back to the claims process to "cut down the misunderstanding rate".
Shortlist for 2022 Insurance Post Claims and Fraud Awards revealed
The shortlist is now out for the 2022 Insurance Post Claims and Fraud Awards.
British Insurance Awards 2022: Insurance Broker of the Year - A-Plan Insurance
A-Plan “swims against the tide,” opening more high-street branches each year and giving communities a dedicated and personable service.
British Insurance Awards 2022: Personal Lines Insurer of the Year - Ageas UK
Ageas UK’s strategy has brought sharp focus to its heartland personal lines business in its vision is to become smarter, faster and more affordable.
British Insurance Awards 2022: Insurance Partner of the Year - Addresscloud
Addresscloud’s ‘simple yet effective’ technology implementation and impressive results helped to sway the judges in this keenly contested category.
British Insurance Awards 2022: Customer Care Award - Park Home Assist Insurance Services
Park Home Assist impressed the judges with its thoughtful approach and genuine desire to understand and serve its elderly and vulnerable customer base.
British Insurance Awards 2022: Customer Experience Award - Zurich Insurance
The global insurer has overhauled its customer experience strategy to cut through the noise in a time of rapid customer and digital change. Zurich Insurance has made great strides in its customer service after identifying three crucial challenges –…
British Insurance Awards 2022: Young Achiever of the Year - Ben Smyth, Arma Karma
Hailed as a true self-starter, Ben Smyth stood out in this hotly contested category with his ambition to change the insurance industry for the better.
British Insurance Awads 2022: The Industry Impact Award - Brown & Brown to acquire GRP
After the votes were counted there was a clear winner of the Impact Award; Brown & Brown's proposed acquisition of GRP.
British Insurance Awards 2022: Broker Partner of the Year - Arch Insurance
Arch Insurance was hailed as the Broker Partner of the Year for focusing on its core competencies, delivering consistently, and investing in service-led propositions, resulting in its UK Regional Division becoming one of the leading market contenders for…
British Insurance Awards 2022: Digital Insurance Innovation of the Year - Tesco Insurance
Rigorous attention to detail in understanding customer needs and improving online motor claims journeys helped Tesco Insurance stand out in this hard-fought category.
British Insurance Awards 2022: Personal Lines Broker of the Year - Park Home Assist Insurance Services
This specialist provider won over the judges with impressive care of its most vulnerable clients, its focus on human connection and standout retention rate.
Spotlight on Digital - Mixed views on digital transformation impact on customer experience
Digital transformation is fundamental to insurers’ drive for customer-centricity and future competitiveness, but a misalignment in strategic goals between boardroom and business is slowing progress, says Rosie Beasley, global senior industry marketing…
Axa’s Fleming: Insurers need to innovate as consumers compare insurers to tech giants
As customers start to compare insurers to tech giants including Amazon and Apple, Anna Fleming, retail chief underwriting officer at Axa urged insurers need to innovate to provide customers with the seamless journey they expect.
FCA fines JLT £7.8m; Acrisure acquires Russell Scanlan; Clear Group buys Pro Aktive; Howden Group creates start-up hub and Instanda raises $45m
For the record: Post wraps up the major insurance deals, launches, investments and strategic moves of the week.
Blog: Brand legacy vs digital innovation within the insurance industry
As customers now expect their insurance provider to have strong digital capabilities, companies can no longer rely on brand loyalty alone to appeal to their audiences. Kelly Ward, chief sales and distribution officer at Axa Partners UK, considers how…
BGL's Peter Thompson on why a connected culture is key in tricky times
Peter Thompson, CEO of BGL Insurance, explains why communication and culture will provide the secret weapon to navigate through what is set to be another tricky period for colleagues and customers.
Aviva reports 13% spike in fraud; Accredited hails £2bn Policy Expert deal; Urban Jungle to recruit 100; and PRA warns insurers of ‘significant headwinds’ over climate change
For the record: Post wraps up the major insurance deals, launches, investments and strategic moves of the week.
Q&A: Vincent Belloc, PayPal UK
Insurance Post recently spoke with Vincent Belloc, PayPal UK’s vice-president, about the firm’s entry into the insurance market. Izabela Chmielewska discovers more about the PayPal proposition, its perspective on omnichannel experiences, and how payments…