Customer service
Consultation on inadequate and under insurance launched by IBSC
Members of the Insurance Brokers’ Standards Council have been issued with a consultation paper asking what the role of the broker is in dealing with inadequate and under insurance.
Blog: Insurers and the late payment of claims provisions of the Enterprise Bill
The Enterprise Bill 2015 provisions on late payment of claims have caused some disquiet within the insurance industry, although they should merely reinforce good practice.
Financial services sector ‘most frustrating' for customer service
Nearly a quarter of UK consumers have ranked the financial services sector as the most frustrating in terms of customer service.
Blog: How do customers really view their insurance claims process?
Consumers these days have a huge number of valuable possessions that they want insured, and they have a wide number of insurers to choose from.
Tech blog: no prize for second place in the digital race
The race to be the leading digital insurer is well under way but recent research suggests existing general insurers are at risk of losing customers amid demand for smartphone interaction with new entrants better positioned to gain the advantage.
Consumer panel urges FCA to establish company rating system
The Financial Services Consumer Panel has called for the Financial Conduct Authority to establish a rating system to help the public determine which financial services firms are likely to treat them well.
Insurance ranked worst industry for customer experience, survey finds
The insurance sector has once again been slammed for its poor customer service, ranking bottom for customer experience in a survey by service design consultancy Engine.
Insurers encouraged to promote reward schemes to tempt customers
Introducing a loyalty or reward scheme could improve insurers’ chances of increasing consumer take-up, despite the overriding importance of price, according to a survey conducted by M&S for business.
Q&A: Ian Massingham: Head in the clouds
Amazon Web Services’ technical evangelist Ian Massingham talks up the benefits of cloud computing to insurers and brokers, helping them to innovate and save money.
Martin Ashfield (Axa) predicts more self-service in claims handling
Martin Ashfield, property and lifestyle claims director at Axa, says insurers should involve their customers more in the claims process. He predicts that in the future, there will be more self-service, putting the customers in greater control of their…
Blog: Save to spend on IT
In today's digital world, customers demand a level of control in how, where, when and on what device they interact with their insurer. Service providers who fail to adjust their service levels to meet these demands will quickly lose out.
Poor customer service and jargon driving motorists to switch insurer
Problems with understanding motor policies have been highlighted by more than half of the customers that took part in a Consumer Intelligence poll designed to understand what drives behaviour around switching insurer.
Q&A: Niall Mackenzie: Search for solutions
Niall Mackenzie leads the sports betting and e-gaming sector at Google. He outlines the digital lessons the insurance industry could learn.
Blog: Alternatives to claims ratios
There seem to be mixed views from the industry around the viability of the Financial Conduct Authority's review of add-ons - in particular its focus on claims ratios as a measure of value.
C-Suite Europe: Healthcare - trends highlight need for structural reform
The healthcare sector in Europe is changing - and this is throwing up opportunities for savvy insurers, says Bart de Smet
Roundtable: Reputation: Time to start building bridges
The insurance industry’s reputation is at a low, with recent reports highlighting a lack of consumer trust. How can insurers work towards improving the public’s perception of them?
Insurers at risk of under-serving PPI market as distributors shy away from product
The negative perception attached to payment protection insurance following highly publicised mis-selling scandals could leave the market under-served and consumers short-changed on cover in the future.
C-Suite - Insurer: When two worlds collide
The best way to bring businesses together is to combine their respective strengths, says Simon Cooter.
Research: Young Broker Nation: 4: Findings
Are brokerages ticking the right boxes when it comes to attracting new talent and are they doing enough to keep young recruits once they have got them through the door? In the final instalment of Young Broker State of the Nation, Post reports its survey…
Post reveals consumer champions as Trust Insurance Taskforce
As part of its campaign to improve trust in the insurance industry Post has announced a taskforce of consumer champions, who will challenge insurers thoughts, beliefs and processes, and provide much need feedback and a realistic view of what customers…
Analysis: Major Events in the Russian Insurance Market in Q2 2015
In Q2, the license of the chief CMTPL market player was withdrawn but returned shortly afterwards; the Russian Association of Motor Insurers summed up the results of the first quarter of 2015; Insurer ORANTA went through rough times.
Tech blog: Serving two masters
In the second of Post's new tech blogs, DLG's Ash Roots looks at how best to walk the tightrope between compliance and attracting customers.
C-Suite Broker: Just a little respect
The industry already provides excellent service, but joined-up thinking will lead to mutual respect, says Francois Xavier Boisseau.