Customer service
Simply Business survey points to lack of consumer understanding
Consumers believe UK insurers and brokers are stuck in the twentieth century, according to research carried out by Simply Business.
Insurers must improve customer satisfaction, report warns.
Insurers and banks are being outpaced by the rest of the private sector in improving customer satisfaction, according to a report from the Institute of Customer Service.
C-Suite: The market needs MFN clauses
Anyone following the debate around ‘most favoured nation’ clauses could certainly be forgiven for getting lost in the hype and conjecture. But one undeniable result of all the scrutiny is that the issue has truly divided the insurance industry.
C-Suite: Let’s get back to service
Insurers that prioritise cost when selecting legal partners are ‘fobbing off’ customers to the lowest bidder.
RSA performs offshoring U-turn as customers demand UK call centres
Closure of insurer’s customer-centric Indian call centres to create 350 UK jobs.
Keelan Westall launches claims charter
Property broker Keelan Westall has launched a claims charter to demonstrate its commitment to service in property underwriting.
Roundtable: Fraud: Digital the time to react is now
Insurers are slowly starting to embrace a digital future. Now it’s time to grasp the nettle if the industry isn’t to be left behind.
C-Suite: Keeping up with customers
The increasing pace of change in the industry means customer service is now more important than ever, says Lindsay Forster.
Biba urges FCA to leave brokers out of complaints review and focus on insurers
DLG, Aviva and Allianz are top three GI firms in terms of number of complaints
View from the Top: What business are you in?
In my studies, the organisation often held up as being a model for having clarity of vision is Walt Disney. Its mission, “to make people happy”, captures its customer focus, purpose, culture and has been a guide for years about what the company should…
Ethics: Do the right thing
The insurance industry may need a root and branch overhaul of its approach to ethics. But with claims that companies don’t actually understand the issue, the road to restoring trust is set to be rocky.
View from the Top: Cut out the jargon
It is vital to make sure the customer is presented with clear and concise policy wording, says Nigel Bamber, Country manager, UK, XL Group.
Your Say: Claims experience does influence retention
The recent series on claims provoked thought around the importance of a strong claims process, in protecting both the customer and the insurer’s bottom line.
View from the Top: Revealing the ‘us’ in customer focus
In order to regain the trust of our paying public we need to focus on their needs, not ours.
In Series: Claims: A moral dilemma
The industry is split over the ethics of subrogation. Will Competition Commission intervention resolve the situation once and for all, or can insurers find their own solution through bilateral agreements?
View from the Top: The key to effective symbiosis
There are two crucial groups good managing general agents have to satisfy: insurance customers and capacity providers.
Vision 2020: Full steam ahead
Despite the report fading from memory, the insurance industry is still on track when it comes to achieving Vision 2020’s key aim to progress the industry
Telematics: Ask the experts
Insurers should be wary of rushing into the telematics market alone – pricing, legacy technology and cost mean collaborating may be a wiser strategy.
In Series: Claims: Don’t let go
Firms that go the extra mile to ensure customers feel valued at all points of interaction will reap the benefits when it comes to renewal.
In Series: Claims: Problems shared
In a price-sensitive environment, can claims service with an emphasis on communication play a role in retaining customers?
Interview: Steve Langan: Onwards and upwards
Concerned that the wider industry is dangerously out of touch when it comes to technology, servicing customers and advertising, Hiscox UK managing director Steve Langan tells Post how his firm keeps up with the times.
In Series: Claims: A step ahead
The industry must work together in the fight against insurance fraud.
In Series: Claims: Investigating the investigators
What will the FCA’s examination of insurers’ use of private investigators uncover – and will it affect industry efforts to combat fraud?
View from the Top: The punchline? ABS is no joke
An insurance salesman and a lawyer walk into a bar – it certainly sounds like the beginning of a joke, but the new alternative business solution world is no laughing matter. What it is, in our view, is a major opportunity.