Customer service
Personal Lines Brokers: Fresh tactics
With the rise of aggregators bringing their very existence into question, how are personal lines brokers changing their approach to ensure they stay relevant and needed?
Aggregators: We don't need the aggravation
As aggregators come under fire for a lack of standards and insurance qualifications, some are still cool on improving professionalism.
In Series: Personal Lines: Getting the balance right
Insurers are deploying fraud detection measures earlier, in an attempt to reduce exposure, while still providing a good customer experience. by Graham Odiam
In Series: Balancing act
Personal lines insurers must be careful to ensure their desire to harness the power of data doesn’t get in the way of treating customers fairly.
Loss adjusting: Keep it in the family
The role of the loss adjuster is changing, with insurers increasingly adopting an internal claims handling approach. But it is by no means the end of the specialist panel.
How are social media and mobile going to impact insurance distribution?
In today’s increasing digital market, the proliferation of new channels, products, services, and alternative players, is forcing Insurers to revisit their distribution strategies in order to understand the role of digital opportunities in closing the gap…
RSA seeks to improve customer services with new role
RSA has appointed John Elliott to the newly created role of personal lines customer services director.
View from the Top: Satisfaction not guaranteed
Net Promoter Score is a widely used measure for assessing your brand through the eyes of your customers, providing an insight into whether a customer is likely to recommend or discredit your company and its services.
View from the Top: Correcting the balance
Cut the middle man out of motor insurance for lower premiums and better service, says Dominic Clayden.
Improving Underwriting: The extra mile
The use of geographic intelligence can improve the understanding of risk in the motor insurance space.
Claims Club: Firm leaders face battle to regain confidence of their staff
Insurance firms must tackle a decline in trust among customer-facing staff in senior management if they are to reap the rewards of consumer satisfaction.
Customer Satisfaction: Thumbs Down
Why are consumers reporting poor satisfaction levels in their customer experiences with insurers?
Your say: When going out works best
Post’s feature on outsourcing raised some interesting points about how brands measure their outsourcing providers against performance standards and service-level agreements.
View from the Top: Steer clear of the C-word
Client retention can be improved by avoiding complacency and treating renewals like new business.
In Series: Outsourcing - Quality control
How can insurers ensure their brand identity and customer service expectations are maintained by outsourced providers?
Customer retention: Rewarding loyalty
Insurers spend vast amounts on acquiring new customers, but customer churn remains high. Should they be doing more to retain existing policyholders instead?
Online exclusive: Easing the customer journey
Which companies provide the best customer experience for motor and home insurance buyers? Global Reviews reveals all in its quarterly benchmarking report.
In Series: Outsourcing - Can't someone else do it?
Outsourcing administration can ease the pressure on staff, allowing them to focus on the jobs they were hired to do.
MIB gives Hemani full-time customer services role
The Motor Insurers' Bureau has handed the role of head of customer services to Mohammed Hemani on a full-time basis.
Telematics: Revolution on the roads?
Telematics has finally arrived, and most insurers and large brokers announced pilots or launches this year. Yet insurers are still only dipping their toes in the water.
Your Say: Difficult to achieve exclusivity
I read the recent news story (Imperial challenges "underhand" practices) with interest as we are one of the (but not a direct) competitors to Imperial.
View from the Top: Mind the credibility gap
Insurers must live up to their advertising slogans or risk leaving the general public even more disillusioned, says Annabel Venner.
Website review: Echoice
RSA car insurance site is among the poorest-performing across the board.
Sterling boosts number of CII qualified staff
A year after being awarded Chartered Insurer status, Sterling Insurance said that it is committed to supporting staff in obtaining CII qualifications.