Customer service
Markel’s Lowther on the risks of AI adoption for SMEs
As artificial intelligence adoption among SMEs accelerates in pursuit of greater efficiency, growth and competitive edge, Mark Lowther, head of technology for Markel in the UK, says businesses must also confront the growing legal, ethical and…
Axa reveals genAI enabled Lloyds Bank partnership
Paul Hollands, chief artificial intelligence and data officer at Axa UK, has revealed how the efficiencies brought about by generative AI enabled the insurer to partner with Lloyds Banking Group for its motor portfolio without hiring for new roles.
Zywave CTO warns AI’s power depends on training data
Generative AI is only as effective as the data it is trained on, observes Doug Marquis, chief technology officer, Zywave, making foundational data quality and specificity essential for insurance carriers.
Esure achieves 10 times return on genAI investment
Esure has seen a seven to 10 times return on its investment in generative artificial intelligence technology evidenced to its executive team and shareholders, according to chief data officer Chris Pearce.
Big Interview: Tobias Taupitz, Laka
Tobias Taupitz, Laka CEO and co-founder, shares how the bicycle insurance company hopes to become the leading provider of green mobility cover in Europe plus the organic and inorganic paths he intends to take to achieve that goal.
Big Interview: Rob Schimek, Bolttech
Rob Schimek, founder and group CEO of insurtech Bolttech, reveals “the problem” with general insurance and outlines how he intends to solve it by embedding cover into an array of different industries.
Georges De Macedo, Covéa
Georges De Macedo was appointed CEO of Covéa Insurance UK in June 2023 and has been tasked with guiding the business through a strategic turnaround.
Matthew Crummack, Domestic & General
Matthew Crummack was appointed CEO of the Domestic & General Group in October 2021 and is leading the transformation of the 113-year-old business.
Gibson, Johnson and Malik... do we read too much into parting words?
Content Director’s View: With a trio of senior claims managers moving on in recent weeks, Jonathan Swift reflects on whether they were given enough due praise, and as a consequence did their outgoing employers open themselves up to people reading too…
Watch Esure, NFU Mutual and Zurich discuss the value of better customer insights
Insurance companies continually strive to cross-sell to existing customers, but few manage to achieve even an average of two products/services per person across their entire book.
How IT innovation is affecting insurance brokers
As thousands pack their bags for next week’s British Insurance Brokers’ Association conference in Manchester, Tom Luckham explores the ongoing reinvention of insurance distribution and the different challenges as well as opportunities this new era…
Most complained about general insurers revealed
Admiral, Aviva, Direct Line, Axa and RSA were the most complained about general insurers in the latter half of 2024.
Rental cover: who is it good for?
Whether rental protection should be the focus of regulatory scrutiny and if insurers are falling short on compliance is examined by Saxon East.
Why is the insurance industry so reluctant to stand up for itself?
Trade Voice: Chris Hall, CEO of QuestGates and a member of the Chartered Insurance Institute’s Claims Community Board, hits back at the bad press the industry can often receive – but observes that sometimes, the sector doesn’t help itself.
Insurers struggle to fill IT and data job vacancies laid bare
Roles that are critical to core insurance operations are still heavily concentrated in London, plus providers are struggling to fill their IT and data roles, data analysis produced by Michael Stefan, partner at executive recruitment firm Hanover, has…
How Trump’s tariffs could make motor insurers great again
Editor’s View: US President Donald Trump’s tariffs could prove a fresh road to hell for motor insurers unless they show they’ve learnt lessons from the last few bruising years of claims inflation, according to Emma Ann Hughes.
BCG reveals how top insurers use AI for competitive edge
Boston Consulting Group has identified the ways “forward-thinking” insurers are using artificial intelligence in underwriting, claims, sales, customer service and IT to gain a quantifiable competitive advantage.
Brokers increasingly looking at digital automation and AI
Brokers are increasingly interested in harnessing the digital and automated processes to improve customer service and gain a competitive advantage.
Zego posts two profitable quarters
Zego has achieved two consecutive quarters of profitability after posting a £34.5m loss in 2023, Insurance Post can reveal.
Big Interview: Jimmy Williams, Urban Jungle
Urban Jungle CEO and co-founder Jimmy Williams talks Insurance Post through the insurtech’s growth plans, ability to fundraise in a challenging environment and venture capital-enabled technology advances.
Treasury brands Civil Liability Act a success
HM Treasury has patted itself on the back for the impact of the Civil Liability Act 2018, claiming policyholders pay lower insurance premiums thanks to the legislation.
Why Aviva’s takeover of Direct Line is bad news
James Daley, managing director of Fairer Finance, shares his thoughts on Aviva’s £3.7bn takeover of Direct Line Group and raises concerns about the impact of mega mergers on customer service.
Spring Statement 2025: What insurers should know
Chancellor Rachel Reeves delivered her 2025 Spring Statement today (26 March) with a mix of spending cuts, investment pledges, and economic forecasts.
British Insurance Technology Awards is open for entries
The prestigious British Insurance Technology Awards are now open for entries.