Customer service
Customer satisfaction index ranks LV as best performing insurer
LV and Saga Insurance were the insurance industry’s sole representatives in the top 50 organisations listed in the Institute of Customer Service’s UK customer satisfaction index.
Your say: Efficiency not earth-shattering
I read with interest the article 'Insurers recognise need for efficiency'.
ABI seeking better clarity for customers on renewals
The Association of British Insurers is asking the Financial Conduct Authority to regulate on a minimum standard of information for companies to give customers when renewing their motor or home insurance policy.
Interview: David Robinson: Giving the people what they want
David Robinson tells Post how listening to customer demand has been the driving force behind his strategy since taking over as Ace regional president for UK and Ireland
C-Suite - Insurer: Joining the rating game
Customers want insurers to publish rating information before purchasing
Ageas’s ‘fresh and innovative approach’ rewards collaborative and flexible firms
Larger firms refute suggestions their scale adversely affects customer service
Beyond price: What engaged customers won’t do for money
Helen Murray, Chief Customer Solutions Officer at Webhelp UK, argues customer engagement is key to turning insurance from a commodity into a valued service
C-Suite - Insurer: Aiming for happy customers
Customers must be the most important element of an insurer’s business
Insurers should adopt online retailing mentality, says KPMG
UK insurance customer experience is improving but insurers need to focus on personal interaction with customers, digital channels and adopting a retailing mentality, a new report by KPMG has claimed.
Fall in general insurance complaints to FOS linked to FCA investigations
Motor remains most-complained-about class of business
BIBA: Conference Speakers: Amanda Blanc and Kevin Hancock
This year’s British Insurance Broker’s Association conference, held in Manchester on 13 to 15 May, will see more than 5000 attendees descend on Manchester. We caught up with some of the speakers to find out a bit more about them and what they thought…
BIBA: Conference Speakers: Jo Moran and Andrew McMillan
This year’s British Insurance Broker’s Association conference, held in Manchester on 13 to 15 May, will see more than 5000 attendees descend on Manchester. We caught up with some of the speakers to find out a bit more about them and what they thought…
C-Suite - Broker: The best outcome is within reach
There has been much debate recently about customer outcomes and the Financial Conduct Authority has made it clear that achieving good customer outcomes should be one of the primary aims of the insurance market.
C-Suite - Insurer: Insurers must be all ears
Customers say they want to feel they are being listened to during the claims process – we must take heed
Editor's comment: Time to walk the walk on service
If I had a pound for every time I heard the phrase ‘the customer is key’ or we are putting the customer at the ‘heart of the process’, I would be less worried about paying into my son’s college fund.
Increased regulation is no excuse for service decline, brokers tell insurers
Survey shows insurers and brokers disagree over reason for customer service drop
Industry promises claims handling improvement after review finds issues
Regulator’s investigation highlights concerns over customer experience.
Trade Voice: A code of ethics is a must for all
We hear a lot about standards within the UK insurance market, some of it from broking representatives.
C Suite - Broker: Universality challenge
The basic principle that underpins insurance is that of pooling of risk.
The calm after the storm
Not wishing to tempt fate, but the current respite from the deluge of rain and heavy winds seen at the start of the year has offered a moment to reflect on our immediate response to an unprecedented volume of storm claims, ranging from minor damage to…
Career development: Allianz Insurance's retail business granted chartered status
Allianz Insurance's retail business has been awarded chartered insurer status by the Chartered Insurance Institute.
C-Suite - Insurer: Why flood investment is needed
Flooding in the UK has highlighted the importance of a swift response to customers in need.
FCA to investigate commercial claims among string of new reviews
The Financial Conduct Authority is to look into the commercial claims market in one of a string of thematic reviews for the general insurance sector announced in its annual business plan today.
Trade Voice: Floods are a chance to prove ourselves
Joined-up thinking and a collaborative approach to assisting families and businesses affected by this winter’s floods has been a point of interest.