Customer service
Podcast: Open banking and insurance part two
The second in a two part podcast series, in association with Crif Decision Solutions, discussing open banking and its relationship with the insurance sector.
Podcast: Open banking and insurance part one
Welcome to the first in a two part podcast series, in association with Crif Decision Solutions, discussing open banking and its relationship with the Insurance sector
HSBC extends Marsh deal; Zurich to set up transformation Centre of Excellence; Pool Re completes expanded terrorism placement; and Howden acquires again
For the record: Post wraps up the major insurance deals, launches, investments and strategic moves of the week.
Webinar: Don’t forget the data – why digital transformation alone won’t help you improve your CX
“Digital transformation” has certainly been an on-trend phrase for many years now, with insurers investing fortunes in improving their customer experience across the policy lifecycle from the sale to claim/renewal.
Covéa’s Adrian Furness on making insurance careers more than just a job
Adrian Furness, CEO of Covéa Insurance, addresses how and why the industry must support staff with an emphasis on providing positive engagement, a sense of community and mental wellbeing.
Intelligence: Getting FNOL right
Being the very first point of contact is the ultimate aim for insurers when it comes to motor claims but, as Martin Friel finds out, only a change in mindset to truly put the customer experience first is likely to achieve this.
Briefing: Sponsoring staff through driving theory tests could mean a result for insurers too
Insurers and motor claims service providers should seize a win-win opportunity by supporting staff through their driving theory tests, sets out Post news editor Jen Frost.
Analysis: Weighing up the FCA’s consumer duty rules
Compliance experts address what the FCA’s new consumer duty proposals will mean for the insurance sector, whether the industry is ahead of the curve and if the changes will be value for money
Insurtech Stubben Edge raises £10m
Broker technology specialist Stubben Edge has secured a £10m investment in its latest funding round led by Dowgate Capital.
EY: investor confidence in UK FS hits new high; James Hallam backs broker start-up; Lloyd's approves insurtech Syndicate and Pen inks £300m QBE deal
For the record: Post wraps up the major insurance deals, launches, investments and strategic moves of the week.
Watch Ageas, By Miles, Zego and Zurich discuss the benefits of UBI in upcoming Insurance Post webinar
Insurance Post, in association with By Bits, is hosting a live, interactive webinar on the 9 February at 11:00am called: Transitioning to usage-based insurance - what are the benefits to being in the fast lane of UBI adoption?
LV’s Michael Lawrence on the trends and changes in the broker market
Michael Lawrence, distribution and underwriting director for LV Broker, assesses the 2021 developments in the broker market and explains how resilience, versatility and a clear strategy will be as important as ever this year.
Allianz in regional commercial restructure; GRS extends global reach with adjuster tie-up; Movo buys three; and Tractable strikes two new deals
For the record: Post wraps up the major insurance deals, launches and investments of the week.
Blog: Why customer service scores are falling behind consumers’ expectations
Chris Mcilduff, chief customer officer at Davies Group, mulls what insurers need to do to keep up with changing customer expectations as the level of customers experiencing service issues with organisations increases.
Spotlight: How can insurers accelerate digital transformation in their business?
While some have embraced the digital transformation journey, others are still on the starting blocks. Jim Bruce, customer transformation and senior insurance director of Salesforce, discusses what’s stopping these firms, how they can overcome the…
BGL’s Peter Thompson on the blended experience the customer of 2022 wants
Intuitive, market-leading tech, coupled with a customer services team who understand the products inside out and have the right listening and empathy skills are key to providing the best customer experience this year and beyond, says Peter Thompson, CEO…
Roundtable: The future of affinity insurance in the digital age
The affinity space continues to attract interest from both insurers/brokers and brand partners looking to either tap into new customers or create deeper longer term relationships with existing ones. But what was once a case of simply white labelling…
Preview: What will 2022 bring for the insurance market?
Post spoke to market experts to get their predictions for what 2022 will look like.
Insurers back calls to end abuse of customer service workers
Insurers and the Institute of the Customer Service are calling for tougher legislation to stop people abusing staff in customer-facing roles.
Review of the Year 2021 – Insurers
Post spoke to major insurers to get their thoughts on the highs and lows of 2021.
Swiss Re reports nat cat losses fourth worst since 1970; Davies buys BVS; Leak Bot to go public after reverse takeover; and Ryanair teams up with insurtech
Post wraps up the major insurance deals, launches and investments of the week
Advertising feature: Pay.UK – the next step in Bacs’ evolution
You need to get familiar with the name Pay.UK, because one of the main interfaces between you and Bacs is about to change, explains Dougie Belmore, the chief payments officer of Pay.UK
FCA's consumer duty to cost firms up to £2.4bn
The Financial Conduct Authority has estimated that businesses will face a one-off bill of up to £2.4bn to comply with its proposed consumer duty rules, with ongoing annual direct costs of up to £176m.
FCA unveils consumer duty 'to drive a fundamental shift in industry mindset'
The Financial Conduct Authority has opened a consultation on the introduction of a consumer duty highlighting its concerns that financial services do not currently always work well for consumers.