Customer service
Roundtable: Digital is an attitude
Being a digital insurer isn’t about the aptitude but the attitude. This was the conclusion of a roundtable I chaired recently for Post, in conjunction with SSP.
2017 Post Claims Awards: Full list of winners
Covea notched up two team wins and NFU Mutual chief claims manager Matthew Scott (above) took home the Achievement Award at the Post Claims Awards last night at the Sheraton Park Lane, London.
In Depth: The GDPR time bomb
The implementation date of the General Data Protection Regulation is less than a year off but the industry’s attention is elsewhere, with issues like Brexit, the General Election and the discount rate looming large on the horizon
Roundtable: Digital: Brokers - Surviving the digital age
At a time when regulation and taxes are weighing heavily on their operations, brokers find they have to adapt to the digital age. At a Post roundtable, in association with SSP, they discussed how they can leverage new technologies to better serve their…
Blog: Using robots to build trust
Headlines on the impact of artificial intelligence have ranged from predicting a doomsday where the robots take control to, more recently, exploring scenarios where humans and robots live together in harmony. Harry Clarke, head of research at Tällt…
Insurers at risk of losing two thirds of previous customer data due to GDPR
Insurers will have to delete two thirds of data that they hold on customers and risk losing a vital sales pipeline under the General Data Protection Regulations that come into place on May 2018, according to research from Consumer Intelligence.
Claims Club Blog: Service, travellers, and the new British export
BLM's Terry Renouf sums up the last Claims Club meeting where tackling supply chain issues, talking about artificial intelligence and applying gig economy opportunities made the headlines.
Aviva plans to tackle dual pricing with Ask It Never service
Aviva is planning to tackle the issue of dual pricing with its Big Data-driven Ask It Never service and offer customers a fixed level pricing when they renew their policy.
JLT's Hamish Roberts on the tender trap
The vast majority of broker appointments are made as a result of an expensive tender process. Hamish Roberts, JLT’s head of business development, suggests a cheaper method that remains procurement-friendly.
Interview: Conor Brennan, Zurich UK
Zurich has seen a seismic shift in the last year. A group-wide restructure also saw a reworked operating model in the UK, with commercial, general insurance and life businesses under a single leadership.
Blog: Insurers need to invest in handling subsidence claims
Insurers may not be saving that much money by cutting back on subsidence claims handling, notes Nick Turner, professional services director at Claims Consortium Group, arguing that triage and on-site inspections can help provide a smooth service and…
C-Suite: Towergate's Paul Dilley on surviving or thriving
Anyone who’s followed the fortunes of Towergate will know that it has had something of a mountain to climb in the last couple of years – but Paul Dilley believes the full year results show it's made significant progress and now has the summit firmly in…
Blog: Automated claims aren't outlandish
Digital advances will allow insurers to automate smaller claims, predicts Graham Gibson, chief claims officer at Allianz, warning that technological agility and customer focus will be key to survival.
LV's Steve Treloar on learning from the independent broker
For years, there has been talk in the industry about the future role of brokers in the sector, Steve Treloar, managing director of general insurance at LV explores the issus.
Blog: Social media tips for brokers
Ahead of the annual conference of the British Insurance Brokers' Association in Manchester, Joel Markham, head of regional broker distribution at Ageas, shares his tips on how to leverage social media.
Finishing line in sight for the IPID
Although many who voted for Brexit may have hoped otherwise, leaving the European Union will not enable the UK insurance community to turn a blind eye to the insurance regulations dreamed up by those famously unelected bureaucrats in Brussels. Although…
Claims: Providing a personal service
Brokers need to stand out in a competitive market and claims service is a way to make a real difference. Being there to advise, intervene – and to turn the heat up if necessary – can mean the world to a grateful client.
Allianz's Neil Clutterbuck on transforming motor insurance in the cloud
Harnessing the power of cloud computing can offer many business benefits in terms of data storage and processing, accessibility and cost. But with potential risks alongside the benefits, the opportunities it offers the insurance industry are still up for…
Blog: The future of insurance pricing
The powerful combination of improving digital technologies and data management solutions is having a significant impact on insurance pricing explains David Evans, managing director at the Collinson group.
Covéa's James Reader on insurance's ‘two lengths of the pool’
Spending some time with sport psychologist Simon Hartley reminded James Reader, CEO of Covéa Insurance, it can be all too easy to lose focus on what we’re really here to do
Brokers: The unbearable weight of regulation
Brokers are becoming increasingly frustrated with the Financial Conduct Authority, citing rising compliance costs and an overbearing regulatory regime as hurdles to growth and innovation
C-Suite Broker: Junction's Ali Crossley on personalisation in insurance marketing
Marketing is constantly evolving, with an ever-changing array of channels through which to promote products – but at the heart of it is always the customer. How can we best meet their needs, asks Ali Crossley, customer and development director for…
Blog: Brokers' bad reputation
So what’s the worst thing you can say to a broker? Accuse them of being commission driven? Question what value they add to customers? Definitely best not to stray into the territory of online comparison sites, says Adrian Saunders, commercial director at…