Customer service
Digital Insurance World Blog: Taking your customer experience online
While insurers and brokers have successfully adapted to disruption in the past, there is now a digital revolution, where fundamental technology innovations such as the Internet of Things and big data are having a radical and rapid effect on the way we…
Digital: Gamification: Playing games
In the war for consumer attention, games could be a way to win over hearts and minds, and – most importantly – the customer’s time
Video: Digital Insurance Collective - The value of design thinking
Post's Digital Insurance Collective tried to #WakeUpInsurance with a session on design thinking.
Webinar live today at 11:00am: Digitalising and personalising the insurance customer journey
Insurance customers' expectations are evolving rapidly. Those firms that operate in the insurance space are now in direct competition with pure digital retailers, such as Amazon,and super brands like Apple when it comes to how they interact with, engage…
Blog: Every click you make
The Insurance Fraud Bureau plays an important role as the central hub for sharing insurance fraud data and intelligence. However, there are new technologies that can help insurers detect during the online quotation process behaviours that may be…
Blog: Five ways telematics will change insurance by 2025
Insurance telematics has come on leaps and bounds from the rudimentary fleet tracking devices first seen in the market. It’s now becoming ever easier for drivers to qualify themselves for more appropriately priced premiums. However, a look ahead to the…
Blog: Why strong IT infrastructure is essential for digital transformation
The digital revolution has arrived in all industries - and insurance is no exception. In today's competitive market, firms need to recognise and understand that as digital technology continues to transform the economy, years of experience in the industry…
Research editor's comment: Why we're the know-it-alls
Not that long ago I was involved in a discussion about the future of the modern world and was rather astounded to hear myself speak knowledgeably on the various aspects of the topic, compared with the other participants.
Blog: Digital initiatives shouldn't always start with the customer
While attempts to modernise customer-facing technology is laudable, if back-office functions have not been updated it can counterproductive
Outsourcing: Shaping up to demonstrate customer focus
Service providers and insurers are sharpening up their outsourcing practices to bring them into line with tough new regulatory demands outlined by the Financial Conduct Authority a year ago.
Survey shows growing demand for customer analytics in Asia
A Post survey shows the uptake and pace of customer data analytics for Asian insurance firms is on the rise.
C-Suite Insurer: Zurich's Karl Helgesen on the unprecedented pace of technology
As I look out to the horizon I can't help but feel incredibly excited and perhaps a little apprehensive. We are seeing technology develop at an unprecedented pace, coupled with a sharpened focus on the customer and a reform agenda that could change the…
Blog: Disruption has only just begun
The Next Generation Insurance Network has been providing young professionals with educational and social events in London for the past five years. The network has more than 1500 members from brokers to underwriters, lawyers to consultants.
Blog: Why claims should define our industry
Claims are often described as a shop window but the reality is not always a sparkling experience. What should insurers do to improve claims performance?
Trade Voice: The ABI's James Dalton on the public perception of insurance
Perception does not always reflect reality. If it did, then public perceptions of the insurance industry - and our reputation - would be better than they are.
Blog: Customer service lessons from Desmond & Eva
Trying to connect storms Desmond, Eva & Frank to a Slovenian tractor accident and to motor damage claims between two UK insurers beginning with the letter ‘A' sounds more or less impossible.
C-Suite Insurer: Axa's Jon Walker on the elephant in the room – the broker-insurer relationship
Culturally, the industry has come a long way in the past few years.
Power hour: Running the risk
Adding risk management services to their offering could help brokers differentiate themselves from their competitors. Our expert panel discuss outsourcing, regulation and how insurers can help
Comment: ABI's Paul Evans and Biba's Lord Hunt says customers must be handled with care
The ABI and Biba have come together to provide a code of good practice for vulnerable customers
C-suite Insurer: Aviva's Rob Townend - Well done insurers
By showing the value of insurance and the claims process, customers may one day say “well done”
Admin fee transparency in the spotlight as insurers report 2015 results
Insurers' reporting of administration fees and non-risk income came under scrutiny in the 2015 full-year results reporting period as firms' balance sheets were dominated by commercial flood losses.
Concerns raised on effectiveness of FCA’s general insurance scorecards
Issues with the Financial Conduct Authority’s pilot of general insurance scorecards have been highlighted by industry players who remain unconvinced a focus on claims data and a ‘one size fits all’ approach is what is required.
C-Suite - Broker: Save us from the paper sea
No more 100-page policies. Documentation needs to go digital and be more clear and concise
C-Suite - Broker: Time to show our pride
We are the industry that puts things right – it’s about time we shouted this out