Customer service

Post Europe: Anticompetitive practices in Ukraine

Insurance companies in Ukraine generate 40% of their profits through bank products, leaving many at the mercy of the banks restrictive accreditation procedures. Oleksander Dyakulych and Mykhailo Pergamenshchyk report on how an investigation by the…

In series - Property claims: The price is right

Getting the balance right over rates for property claims is essential. Sam Barrett reports on the measures taken to ensure repairs are carried out at the market rate, keeping both customers and contractors happy.

Customer value management: Improving margins

Broker marketing skills have become ever more important in the personal lines market, with the growth of online aggregators. Tim Ham reports on the increased need for customer value management to optimise profit.

In series - claims management: Reflecting on feedback

Meeting policyholder expectations can put you one step ahead of your competitors, but to know what your customers want, you'll have to ask them. Sam Barrett finds out to what extent insurance companies integrate customer feedback on claims service.

Rehab firms team up to prevent therapy drift

Rehab providers IPRS and Moving Minds have joined Forces to simultaneously address the physical and psychological needs of individuals in a move they believe will produce “very significant savings” in treatment costs for insurers and other funders.

Claims management: Room for improvement

Getting the claims process right is imperative for brokers and insurers. Sam Barrett looks at what tops the wish list when it comes to partnering with claims management specialists.

Claims management: Moment of truth

With the true value of insurance — and the insurer — judged by the customer at the claims moment of truth, Kevin Wood calls for a balanced, transparent approach with partner companies that reflects the total cost of the claim.

BIS countdown - business transformation: Adapt to survive

Insurers can adapt to survive the unprecedented changes ahead by looking at other sectors, such as the automotive industry, which have already suffered the twin stresses of global competition and enhanced customer expectations, claims Keith Aylwin.

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