Customer service
Blog: Digital initiatives shouldn't always start with the customer
While attempts to modernise customer-facing technology is laudable, if back-office functions have not been updated it can counterproductive
Outsourcing: Shaping up to demonstrate customer focus
Service providers and insurers are sharpening up their outsourcing practices to bring them into line with tough new regulatory demands outlined by the Financial Conduct Authority a year ago.
Survey shows growing demand for customer analytics in Asia
A Post survey shows the uptake and pace of customer data analytics for Asian insurance firms is on the rise.
C-Suite Insurer: Zurich's Karl Helgesen on the unprecedented pace of technology
As I look out to the horizon I can't help but feel incredibly excited and perhaps a little apprehensive. We are seeing technology develop at an unprecedented pace, coupled with a sharpened focus on the customer and a reform agenda that could change the…
Blog: Disruption has only just begun
The Next Generation Insurance Network has been providing young professionals with educational and social events in London for the past five years. The network has more than 1500 members from brokers to underwriters, lawyers to consultants.
Blog: Why claims should define our industry
Claims are often described as a shop window but the reality is not always a sparkling experience. What should insurers do to improve claims performance?
Trade Voice: The ABI's James Dalton on the public perception of insurance
Perception does not always reflect reality. If it did, then public perceptions of the insurance industry - and our reputation - would be better than they are.
Blog: Customer service lessons from Desmond & Eva
Trying to connect storms Desmond, Eva & Frank to a Slovenian tractor accident and to motor damage claims between two UK insurers beginning with the letter ‘A' sounds more or less impossible.
C-Suite Insurer: Axa's Jon Walker on the elephant in the room – the broker-insurer relationship
Culturally, the industry has come a long way in the past few years.
Power hour: Running the risk
Adding risk management services to their offering could help brokers differentiate themselves from their competitors. Our expert panel discuss outsourcing, regulation and how insurers can help
Comment: ABI's Paul Evans and Biba's Lord Hunt says customers must be handled with care
The ABI and Biba have come together to provide a code of good practice for vulnerable customers
C-suite Insurer: Aviva's Rob Townend - Well done insurers
By showing the value of insurance and the claims process, customers may one day say “well done”
Admin fee transparency in the spotlight as insurers report 2015 results
Insurers' reporting of administration fees and non-risk income came under scrutiny in the 2015 full-year results reporting period as firms' balance sheets were dominated by commercial flood losses.
Concerns raised on effectiveness of FCA’s general insurance scorecards
Issues with the Financial Conduct Authority’s pilot of general insurance scorecards have been highlighted by industry players who remain unconvinced a focus on claims data and a ‘one size fits all’ approach is what is required.
C-Suite - Broker: Save us from the paper sea
No more 100-page policies. Documentation needs to go digital and be more clear and concise
C-Suite - Broker: Time to show our pride
We are the industry that puts things right – it’s about time we shouted this out
C-Suite - MGA: Risk taking is our lifeblood
Being more risk averse than many other sectors has left the industry unpopular with customers
Career Development: Axa Insurance secures industry first for customer experience
Axa Insurance has become the first insurer to secure a three star Investor in Customers ‘Exceptional’ rating across both its personal and commercial lines broker businesses.
C-Suite - Insurer: Never mind the bollards
A recent first-hand experience of the claims system highlights that the personal touch is still king.
Blog: Towards the uberisation of claims?
Discussion in the insurance claims sector is increasingly about how customer care can be improved while keeping expenses down. And all eyes are turning to smart technology, believed to be capable of playing a role here.
In Focus: Digital Insurance - Q&A with Daryl Henwood, Hitachi Solutions
Hitachi Solutions' CRM industry lead for financial services Daryl Henwood, pictured, on the pitfalls insurers need to avoid with their customer engagement strategies; and what they can learn from the disruptors in other sectors.
Career Development: Sterling service at Covéa Insurance
Reading-based Covéa Insurance saw high scores in customer satisfaction and likelihood to refer following a survey by the Institute of Customer Service.
C-Suite - MGA: Calling all advocates
The industry needs happy policyholders to help turn its reputation around.
In Focus: Digital insurance - The importance of CRM
Customers love to feel special, in both their personal lives and their professional roles. They simply don’t respond well to impersonal service.