Customer service
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.
Editor's Comment: Writing a new chapter
A new year and a new start; time to ring in the new; the new year is like a blank book and you have the pen to fill the pages – you probably heard all of these and more as Big Ben chimed in the New Year and you planned your resolutions.
Consumer Focus: 2016: The year of the ‘switcher’?
The insurance industry saw huge changes in 2015, with changes in regulation and government tax rises. The effect on consumers will be seen over the next year – and they may not be happy
ABI and Biba launch joint code for vulnerable customers
The Association of British Insurers and the British Insurance Brokers' Association have today (11 January) launched a joint code of good practice to help insurers and brokers recognise and help potentially vulnerable motor and home insurance customers.
Blog: The IoT is a marathon, not a sprint, for insurers
Customer propositions and experiences encompassing the Internet of Things are changing the way we live, from health trackers to remote heating controls. Even our white goods are getting smarter: Amazon has teamed up with manufacturers, allowing…
Europe: What the new privacy regulations mean for insurance services providers
It's almost upon us. After an epic journey, the much vaunted overhaul of European data protection rules has arrived, placing a tougher compliance burden not only on insurers, but also on companies that provide services to them.
Insuring Santa - A broker's conversation
Mr S Claus is trying to arrange comprehensive insurance cover regarding his large children's toy manufacturing arm, as well as worldwide freighting. His broker is struggling.
ABI reassures policyholders they will not be affected by SII
UK insurers are well-prepared for the implementation of Solvency II capital rules on 1 January 2016, according to the Association of British Insurers, which has assured policyholders they will not notice any changes under the new scheme.
European Council adopts insurance distribution directive
The European Council today (14 December) adopted a directive establishing new rules on insurance distribution designed to improve consumer protection for insurance products.
Europe: What's driving telematics growth
Alongside North America, Europe so far represents the vast majority of all insurance telematics policies, with Italy and the UK leading the pack.
Insurers shifting towards wholly digital sales process, Accenture finds
More than half of insurers globally expect to have a wholly digital sales process in the next three years, according to research from Accenture.
Blog: Devastation - and determination - a personal account of flooded Kendal
If there is one word to describe what I have seen in Kendal over the last few days, it is devastation. Having lived in the town most of my life, it's heart-breaking to see the usually tidy streets of semi-detached houses with their well-tended gardens…
Broker apologises after Keswick resident faces claims handler 'unaware' of floods
Home Protect says it regrets the manner in which a call from a Keswick resident was handled after a staff member was unaware the area was affected by severe flooding over the weekend.