Customer service
Trust in Insurance: Blog: How deep is your love?
The aim to make money means customers start with the assumption that insurers will reject claims.
Insurers still struggling with customer loyalty
Customers are least likely to be loyal to their insurers than businesses from any other sector, according to a study by research agency Future Thinking.
Insurance Debate: Scores at half-time
The great Insurance Debate is half way through and already momentum is gathering on both sides.
Insurance debate: Pride is a good thing
If you could choose two phrases to sum up the industry, would they be 'lucrative' and 'cutting edge'?
Expertise from A-Z: Safe as houses
Overseas investment in London has meant high and stable property prices. How can insurers stay in touch in such a competitive arena?
Insurance debate: Allianz believes trust is a top priority
To change public perception, a cultural shift and improved technology are needed, says Stephanie Smith, operations director for Allianz.
Insurance debate: We need to combat customer apathy, says PwC
Jonathan Howe, UK insurance leader at PWC, continues the discussion by wondering whether the industry gives itself enough ‘touch points' with customers and believes it needs to be more innovative.
Insurance debate: Aviva says it's all about the customer
For Lindsey Rix, chief operating officer at Aviva, the key to adding value to insurance is to make insurance products relevant and accessible, by using digital and social technologies to increase customer engagement.
C-suite - Insurer: Earning trust
Trust comes in rational and emotional forms, and there’s a way of winning both from customers
Fairer Finance discusses customer centricity as part of the Insurance Debate
James Daley, managing director of Fairer Finance, gives his view on the importance of customer centricity and wonders why the industry seems so out of sync with the public it serves.
Blog: Corporate travel insurance needs joined-up perspective to mitigate risk
In a climate of growing global volatility, it's no secret that travel risks have increased, nor that the travel market is under unprecedented pressure to mitigate these risks. But what's also becoming apparent is the industry's appetite for answers to…
Legal implications cited by insurers amid complex policy wording criticism
Insurers should be cautious about watering down legal policy wordings to make the documents easier to read, commentators have warned, despite new research showing one-third of policies are written for those with a university-equivalent reading level.
The State of the Insurer Nation: Week Five: Brokers, professionalism and governance
In the final part of a five-part series covering the results of Post’s latest State of the Nation survey, Mairi MacDonald reports how our insurance CEOs view relationships with brokers, professionalism in the sector and the importance of diversity for…
C-Suite: Insurer - Forever friends
Every customer wants to feel their insurer is doing right by them.
Consumer group calls for fines for unsimplified policy documents
A third of insurance policies are written at a university-equivalent reading level, making them inaccessible to large portions of the population, according to research by consumer group Fairer Finance.
Blog: What the Data & Tech Awards entries reveal about the state of the insurance sector
I was thrilled to be invited by Post to help judge the Data, Analytics and Technology Awards for Insurance 2015. The process provided a welcome opportunity to broadly assess how the insurance has adopted new technology and to review a number of best-in…
Long road to digital success for insurers, Accenture survey finds
Improving customers’ experience is a top priority for insurers but most are failing to stand out from the crowd online, according to a survey of industry leaders.
Editor's comment: Man on the moon
This week John Lewis released its Christmas advertisement – the Man on the Moon – causing even the most stiff-upper-lipped Brit to shed a tear.
Vulnerable customers code gains industry backing despite commercial concerns
The joint code of conduct for vulnerable customers established by the Association of British Insurers and the British Insurance Brokers' Association has been broadly welcomed by the industry, despite concerns about the commercial viability of serving…
Blog: Don't let your clients get burned this Bonfire Night
On Guy Fawkes Night this evening, fireworks and bonfires will bring the family together, creating an enjoyable atmosphere for children and adults alike. However, there is one other thing we need to remember, remember this 5th of November, and that's to…
Blog: How insurers can harness 'Big Data'
The amount of data out there is astronomical, with as many digital bits as there are stars in our universe - and it's rapidly expanding.
Trust in Insurance: Blog: The admin fee rip-off
The regulator needs to get involved to enforce a blanket ban on unfair extras.
Claims service and innovation key for HNW firms in over-crowded market
High-net-worth insurers must prioritise claims service levels and product innovation if they are to maintain a foothold in an increasingly over-populated market, according to broking and claims experts.
Customers most likely to pick and choose on insurance
Insurance products have topped the list when it comes to consumers shopping around; beating mortgages, phone contracts and energy suppliers according to an ABI survey.