Customer service
Vulnerable Customers: Protecting the vulnerable
A recent Financial Conduct Authority report found that financial companies are not meeting the needs of the more vulnerable customers in society – so what are insurers doing to help combat this?
Blog: New directions for distribution
Mark Bates looks at digital distribution and the emergence of a disruptive hub technology
Service Insurance Company stops writing new business
Service Insurance Company is to cease writing new business as part of a planned reorganisation of the company involving a number of linked businesses.
Blog: What they don't tell you about PCI compliance
Payment card industry compliance has been around for a number of years, yet there is still an attitude amongst businesses - especially smaller ones - that it doesn't apply to them and that the threat of a breach is far less than that facing larger…
Technology: Unfathomable figures from Facebook?
Why do we struggle to measure the return on investment of social media?
Trade Voice: Taking the first steps
Can the UK insurance sector learn anything from the Irish Consumer Protection Code 2012?
Blog: Client retention and counter fraud
Fraud management is a delicate balance. Insurers have to walk a fine line in order to keep fraud at bay and keep costs and renewal rates under control in order to retain their customer base, says VFM's Sally Griffiths
Spotlight: Big data: Insurers must embrace the wider use of data
Insurers must embrace the wider use of data in order to interact with customers or risk being left behind
Spotlight: Big data, big opportunities
Imagine having access to a digital record of potential customers’ daily lives. The information is there – it’s just a question of how insurers can use it
Demise of outbound call centres linked to customer attitudes, not cold-calling regulation
The days of insurers targeting policy sales via outbound call centres are “long gone”, according to industry insiders, who have cited evolving customer purchase methods for the demise of such call centres rather than incoming cold-calling regulation.
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?