Customer service
Biba blog: Big Data development
Biba 2015 is sure to invite much scrutiny into new developments in big data. The ‘holy grail’ of motor insurance, i.e. real time experience data and the control of driving behaviours to cherry pick the best risks, has yet to become as widespread as…
Trust Insurance Campaign: A thirst for knowledge
The Chartered Insurance Institute’s Made Simple campaign is the result of a year spent listening to customers and realising how much uncertainty surrounds insurance – and how much the buying public wants to learn.
Biba : What if Independent Insurance really did relaunch
On 1 April, Post broke the news that Independent Insurance was relaunching at the 2015 British Insurance Brokers’ Association conference as a managing general agent. Twitter was soon abuzz with comments, with a considerable number of people not noticing…
Insurers failing to deliver multi-channel customer service, study finds
UK insurers are failing to deliver multi-channel customer service and are answering just 40% of routine questions asked via the web, email and Twitter, according to the 2015 Eptica multichannel customer experience study.
Europe C-Suite: Big data - a real game changer
Big Data is fundamentally changing the world, and while insurers have been quite tardy in coming to the Big Data table compared with others, there is an increasing appetite surrounding the topic.
Jargon: Beat the bull
Insurers need to make sure their communication is crystal clear and jargon-free, or face the fallout from consumers and regulators.
C-Suite - Broker: From price to advice
The agenda of the broker must change, with a renewed focus on understanding customers, says Phil Barton, chief executive, Jelf.
Blog: Should we look forward to the mandatory licensing of investigators?
New licensing regulations for third party private investigators aren't so much red tape as strategic defence, says CEGA'S head of special investigations, Simon Cook.
Digital Literacy: Let’s get digital
It’s good to talk – but it helps if you know what you’re talking about. Insurers need to be confident in their digital innovations or risk losing out to more literate competitors.
Interview - Gilles Galludec: Learning to share
Index insurance has come of age from its humble beginnings but more knowledge sharing is required if the market is to reach its potential, according to Gilles Galludec, program manager for the World Bank’s Global Insurance Index Facility.
Vulnerable Customers: Protecting the vulnerable
A recent Financial Conduct Authority report found that financial companies are not meeting the needs of the more vulnerable customers in society – so what are insurers doing to help combat this?
Blog: New directions for distribution
Mark Bates looks at digital distribution and the emergence of a disruptive hub technology
Service Insurance Company stops writing new business
Service Insurance Company is to cease writing new business as part of a planned reorganisation of the company involving a number of linked businesses.
Blog: What they don't tell you about PCI compliance
Payment card industry compliance has been around for a number of years, yet there is still an attitude amongst businesses - especially smaller ones - that it doesn't apply to them and that the threat of a breach is far less than that facing larger…
Technology: Unfathomable figures from Facebook?
Why do we struggle to measure the return on investment of social media?
Trade Voice: Taking the first steps
Can the UK insurance sector learn anything from the Irish Consumer Protection Code 2012?
Blog: Client retention and counter fraud
Fraud management is a delicate balance. Insurers have to walk a fine line in order to keep fraud at bay and keep costs and renewal rates under control in order to retain their customer base, says VFM's Sally Griffiths
Spotlight: Big data: Insurers must embrace the wider use of data
Insurers must embrace the wider use of data in order to interact with customers or risk being left behind
Spotlight: Big data, big opportunities
Imagine having access to a digital record of potential customers’ daily lives. The information is there – it’s just a question of how insurers can use it
Demise of outbound call centres linked to customer attitudes, not cold-calling regulation
The days of insurers targeting policy sales via outbound call centres are “long gone”, according to industry insiders, who have cited evolving customer purchase methods for the demise of such call centres rather than incoming cold-calling regulation.
Report urges EU policymakers to boost insurance access
Trade body Insurance Europe is urging policymakers to contain the cost of regulation in order to make insurance more accessible and reduce state dependency in a time of loss.
Two-thirds of consumers not happy with insurers' phone handling
Less than a third of British consumers are happy with the way insurers handle their phone calls, according to new research conducted on behalf of PH Media Group.
Money Supermarket lays down renewals challenge for insurers
Aggregator Money Supermarket is challenging the insurance industry to adopt eight recommendations it has put forward to make the auto-renewal process fairer for consumers.
C-Suite - Insurer: Offering true customer service
Companies sometimes forget that they need to fulfill a claimant’s needs rather than their own