Customer service
LV's Steve Treloar on why the commercial lines market must decide on its future direction
The commercial lines market finds itself at a crossroads: does it stick to the tried and trusted road of face-to-face interaction and relationships or does it follow personal lines down a digital highway?
Digital Insurance Collective: Don't always start with the customer
When you think of digital transformation, it's tempting to only rework your customer-facing systems. But if you don't upgrade your back-end systems as well, your approach will fall short
Asian insurers urged to improve customer-centricity
Insurers need to have deeper engagement with their customers and understand the technology involved according to a senior panel discussion on customer-centricity at the East Asia Insurance Congress 2016.
Insurers struggling to adapt to digital channels, leaving millennials in the dark
UK insurers are struggling to adapt to digital channels of customer engagement, research has revealed.
Interview: Colm Holmes, Aviva
Six months into the job, Aviva UK’s newly appointed GI CEO talks to Martin Croucher about the challenges of succeeding Maurice Tulloch and further investment into digital
Applied Systems acquires IS2 platform
Applied Systems has acquired the eTrading personal lines platform from IS2, as part of a wider strategy to expand into the UK market.
Blog: Three ways to build lasting customer relationships
Designing customer experience for simplicity, context and consistency can help build loyalty.
Video: SME underinsurance with Harriet Conway
With more than five million SMEs in the UK and a recent warning that up to 40% of these may be underinsured, it is time for the insurance industry to step up and start tackling this rising problem.
Europe: The Insurance Distribution Directive and its expected impacts
The Insurance Distribution Directive aims to harmonise the regulatory landscape for insurance intermediaries in the European Union.
Blog: The connected claim
With the connected home, claim alerts and notification to insurers could become automatic.
Blog: Stormy lessons and a diverse future for loss adjusting
Benedict Burke, president of the Chartered Institute of Loss Adjusters, reflects on his presidential year ahead of CILA's annual conference and annual general meeting on Wednesday in Manchester, where he will pass the baton on.
Insurance drops out of top three worst customer experience sectors
The Insurance sector is no longer one of the worst three sectors for customer service and experience.
Spotlight: Solving pet fraud through data sharing
Pet insurance is a promising market – and one that is as exposed to fraud as other sectors
Blog: 8 ways insurers are focusing on customer service
A lot is said about customer focus, delighting customers, and being a customer-driven business, to name three buzz phrases. Without the right approach, real effort, and supporting evidence, there's always a danger these are empty words.
Axa's David Williams on the unbearable intrusion of CMCs
With two-thirds of the population cold-called on a weekly basis, it’s time to take action
Blog: How to sell insurance to Generation Y
What's all the fuss about Generation Y? Many people in our industry will be thinking ‘why does this all sound so complicated and why does it matter to me'? The good news is this: like all things in insurance, the core issue boils down to a small number…
Travel insurance premiums fall by 9% with biggest drop for European policies
Travel insurance premiums have fallen by 9% in the last year, according to the first Consumer Intelligence travel insurance price index.
Insurers voice concerns over FCA transparency proposals
The Financial Conduct Authority has published a policy statement which outlines rules to increase engagement at renewal in the general insurance markets, but insurers are worried their positions will be undermined.
Blog: Insurers must shout about the good service
I've worked at the sharp end of our industry for more than 30 years now and seen firsthand how we help to put peoples' lives and businesses back together following serious incidents such as a storm, flood or fire. However, the public perception of the…
Customers only reading 15% of their insurance documents, research finds
A typical insurance product comes with more words of explanation than Shakespeare’s Romeo and Juliet, and is written in a language only a PhD student can easily understand, research has revealed.
Travel: Navigating the exclusions
Travel insurance policies come with exclusions that can have huge consequences on your financial and personal life.
Broker: The cross-selling opportunity
It is a commonly expressed view that the general insurance community isn't sufficiently capitalising on existing client relationships to cross-sell further products, and that it lags well behind the major banks and online retailers in this respect.
BIA 2016: Communication – customer care, brand management and CSR
Customer Care; Brand Management; Business Sustainability/Corporate Social Responsibility Initiative of the Year
Digital: Using social media to engage customers
It has finally clicked with insurers that they need to engage with customers on social media, as it can help attract new business and build trust.