Customer service
Quarter of LGBT community think insurers do not care about them
Almost a quarter of the LGBT community believe that insurers do not care about them.
Over half of traditional firms are developing in-house fintech capabilities
Global businesses now consider the investment in fintech as their highest priority and a necessity for development and market competition, a survey has found.
Consumers crave 'all in one' insurer
An overwhelming proportion of consumers would buy all their insurance cover from a single company if they could, according to survey findings.
Aston Scott's Peter Blanc on challenging assumptions on client needs
What brokers believe clients want can be far from the reality
Blog: Bordereau is dead
In this tech-driven day and age, one of the most striking relics of days gone by is the bordereau system. Although they may be computerised, bordereau reports tend to be about as high-tech as an Excel spreadsheet.
Bluefin's Kenny Hogg on why drones can't replace human contact
In the uniquely information-obsessed world we now inhabit, the personal transactional nature of an insurance broker has never been more in the spotlight.
Digital Insurance World 2016: Connected home offers insurers huge opportunity to tap
There is a huge opportunity for connected home insurance with three-quarters of consumers being interested in monitoring their home via a mobile app, according to a survey by Consumer Intelligence.
LV's Steve Treloar on why the commercial lines market must decide on its future direction
The commercial lines market finds itself at a crossroads: does it stick to the tried and trusted road of face-to-face interaction and relationships or does it follow personal lines down a digital highway?
Digital Insurance Collective: Don't always start with the customer
When you think of digital transformation, it's tempting to only rework your customer-facing systems. But if you don't upgrade your back-end systems as well, your approach will fall short
Asian insurers urged to improve customer-centricity
Insurers need to have deeper engagement with their customers and understand the technology involved according to a senior panel discussion on customer-centricity at the East Asia Insurance Congress 2016.
Insurers struggling to adapt to digital channels, leaving millennials in the dark
UK insurers are struggling to adapt to digital channels of customer engagement, research has revealed.
Interview: Colm Holmes, Aviva
Six months into the job, Aviva UK’s newly appointed GI CEO talks to Martin Croucher about the challenges of succeeding Maurice Tulloch and further investment into digital
Applied Systems acquires IS2 platform
Applied Systems has acquired the eTrading personal lines platform from IS2, as part of a wider strategy to expand into the UK market.
Blog: Three ways to build lasting customer relationships
Designing customer experience for simplicity, context and consistency can help build loyalty.
Video: SME underinsurance with Harriet Conway
With more than five million SMEs in the UK and a recent warning that up to 40% of these may be underinsured, it is time for the insurance industry to step up and start tackling this rising problem.
Europe: The Insurance Distribution Directive and its expected impacts
The Insurance Distribution Directive aims to harmonise the regulatory landscape for insurance intermediaries in the European Union.
Blog: The connected claim
With the connected home, claim alerts and notification to insurers could become automatic.
Blog: Stormy lessons and a diverse future for loss adjusting
Benedict Burke, president of the Chartered Institute of Loss Adjusters, reflects on his presidential year ahead of CILA's annual conference and annual general meeting on Wednesday in Manchester, where he will pass the baton on.
Insurance drops out of top three worst customer experience sectors
The Insurance sector is no longer one of the worst three sectors for customer service and experience.
Spotlight: Solving pet fraud through data sharing
Pet insurance is a promising market – and one that is as exposed to fraud as other sectors
Blog: 8 ways insurers are focusing on customer service
A lot is said about customer focus, delighting customers, and being a customer-driven business, to name three buzz phrases. Without the right approach, real effort, and supporting evidence, there's always a danger these are empty words.
Axa's David Williams on the unbearable intrusion of CMCs
With two-thirds of the population cold-called on a weekly basis, it’s time to take action
Blog: How to sell insurance to Generation Y
What's all the fuss about Generation Y? Many people in our industry will be thinking ‘why does this all sound so complicated and why does it matter to me'? The good news is this: like all things in insurance, the core issue boils down to a small number…
Travel insurance premiums fall by 9% with biggest drop for European policies
Travel insurance premiums have fallen by 9% in the last year, according to the first Consumer Intelligence travel insurance price index.