Customer service
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
Why behavioural economics matters for insurers
Beyond the hype to a useful source of hypotheses...
Axa considers premium transparency for direct commercial customers
Axa is considering informing its direct commercial customers of their previously charged premiums as it reveals it will start to do so for some of its personal lines customers this month.
Blog: How many men does it take to fix a kitchen? Part 2
The latest installment in Post editor Stephanie Denton's leaky kitchen saga is here - and things are not looking good...
Blog: How many men does it take to fix a kitchen? Part 1
The latest installment in Post editor Stephanie Denton's leaky kitchen saga is here - and things are not looking good...
Australia: Redefining advice
Insurers and brokers down under are at odds over how best to redefine regulatory advice definitions in the wake of a major report that says the industry needs to do more to help consumers get the right level of home cover.
Blog: On the tenth anniversary of Insurance Mediation Directive
On 15 January 2015 the Insurance Mediation Directive will be 10 years old. So how have things changed since?
Digital Distribution Strategies: Walking with dinosaurs?
The challenges insurers face as customers embrace the ‘omnichannel experience’ are enormous. How can they move from a disconnected multichannel approach to a genuinely integrated service before they face extinction?
Digital Insurance Strategies: Q&A: Ian Hood: Harnessing digital potential
Ian Hood, chief digital officer at RSA, discusses the future for the digital landscape, how the insurance industry is adapting to changes in technology and the explosion in the use of social media
Most operational losses stem from customer service and policy admin, states report
Customer service and policy administration is the business area where the majority of operational losses were reported by insurance companies over the first half of 2014, according to Oric International.
Roundtable: Customer retention: How to use data to keep hold of customers
Can the way data is used and analysed in the insurance industry pave the way to customer loyalty?
C-Suite - Insurer: Delivery... not just for Christmas
Action is key to provide good value and communication for customers
Blog: I believe in fairies but not insurance
When Post editor Stephanie Denton had her first experience of making a claim, her faith in the insurance industry was left more than a little shaky...
Blog: Adding value through data
Historically, many businesses have looked to customer data to help build customer insight and shape their marketing activity
Digital Insurance and Technology Awards 2014: Winners Revealed
Post’s Digital Insurance and Technology Awards took place last night at the Royal Garden Hotel in London. The event recognised the increasing role that technology plays in enabling those in the insurance industry to streamline their processes, innovate,…
Axa launches 14 guides to boost claims transparency
Axa Commercial Lines and Personal Intermediary has launched its claims transparency initiative, called Making Claims Clear.
Legal Update: The countdown to change
Alex Traill explores the ramifications of the incoming Insurance Bill for brokers
Blog: Rebuilding trust through technology
BT's Mark Jopling says video conferencing is the way for insurers to build consumer trust
UK insurance industry ranks lowest in Europe for customer trust, finds EY
Consumer trust in insurance providers was lower in the UK than any other European country and 50% below the global average, according to research from EY.
Blog: State of the Broking Nation Findings, Week 4
LV's Kevan Aubrey looks at the issues raised by this week's State of the Broking Nation research, which canvassed broker opinion on digitalisation
State of the Broking Nation: Viewing the state of the nation
The views held by brokers interviewed for The State of the Broking Nation have challenged some long-held opinions, with both positives and negatives for insurers to draw from the responses given – and relationships in the sector strongly emphasised as…