Customer service
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.
Lyons Davidson tops list for Legal Ombudsman intervention
The Legal Ombudsman has filed 10 decisions on law firm Lyons Davidson since April after receiving complaints from clients.
Questgates wins customer service gong
Questgates claims to be the first UK loss adjuster to win an award for customer service from Investor in Customers, which assesses customer experiences and satisfaction levels across all industries.
Incentive schemes: where do the real issues lie?
On Wednesday, the Financial Services Authority published the results of a review into risks faced by customers from financial incentives, and found that bonus-based schemes increase the risk of mis-selling. With a consultation on the issue launched …
Arag recruits broker account handler
Arag has appointed Chris French as broker account handler.
Crawford boosts call centre services in Asia
Crawford & Company has entered into a joint venture with Call Centre Services to provide 24-hour access to an expanded call centre in a bid to respond to client needs in Asia-Pacific.
Chinese insurance complaints up 127% in 2012
The China Insurance Regulatory Commission received 6 176 complaints from insurance customers in the first half of 2012, up 127.23% compared to the same time in 2011.
Insurers told to improve online user experience or risk losing customers
Home and motor insurers have been accused of potentially ruining opportunities to acquire new customers by providing a poor online user experience, following research conducted by online customer experience insights firm Global Reviews.
Online exclusive: Using insurance analytics to retain customers
The global insurance industry is good at using data to manage risk, but will it wake up to the use of analytics to retain customers? Mindtree co-founder Scott Staples explains.
Claims Awards 2012 shortlist announced
Insurers RSA and Sterling lead the way in nominations for the 2012 Claims Awards with three each.
Meet & Tweet: Chris Sime, RSA - Today 1pm
Ever read a profile interview and wished you'd had the opportunity to put your own question to the person in the hot seat? Well, now's your chance – provided you can contain your query to 140 characters.
Your say: The importance of data
I was pleased to read the feature on data analytics, since this is now such an important area for the industry. The battle to win customers will soon be won or lost on how insurance brands use their data.
Interview - Bobby Gracey & Dr James Lygate: The future of forensics
Despite an abrupt and fractious first meeting many years ago, Bobby Gracey and Dr James Lygate are now business partners. The duo explain their plans for growth and diversification at IFIC.
View from the top: Expect the unexpected
The industry must continue to adapt and evolve to meet constant changes to the market, says Mark Hodges.
View from the top: Value added pacts
The industry must band together to push the added value that insurers offer, says Elliot Miller.
Career development: LV creates Bristol roles
LV is expanding its Bristol-based operations, creating 50 new roles in the city. The insurer, which employs 500 people in Bristol, is boosting its customer service division and will to bring in the new staff during the first quarter of this year, with…
Employment: Hiring and firing
There are two sides to the recruitment story in the insurance industry — while some are reducing their headcount, others are looking to bring in fresh faces.
Claims v underwriting: Bridging the divide
While sharing the same goals, claims and underwriting are often disparate divisions. What can be done to help unify these two departments?
FSA slaps CICA with £2.8m fine for poor customer treatment
Combined Insurance Company of America has been fined £2.8m by the Financial Services Authority after “systematic failings” across the business were identified.
PSTF: Positive feedback can be harnessed via social media
Harnessing positive policyholder feedback with emerging technologies has been highlighted as an important step towards countering consumer criticism via social media sites, while simultaneously enhancing the brand image of insurers.
PSTF: Post’s STF last week debated customer engagement and future recruitment
Insurers have been urged to use emerging technologies to change the way they interact with customers, by exploiting the growth in social and telematics data. According to an expert analyst, this will forge a “win win” relationship with consumers who…
Interview - Edward Fitzmaurice: Broking promises
With Hastings Direct on the cusp of becoming a top five broker and securing its one millionth customer, 2012 could be a landmark year for chief executive Edward Fitzmaurice