Customer service
Spotlight: Removing the friction from payments
The payment process in insurance has been a point of friction for customers throughout their digital journeys. With recent regulation changes pointing insurers towards a customer-centric future, Pádraig Floyd asks what steps can insurers take to rectify…
Spotlight: Payments - The competitive difference in digital adoption
Digital adoption has been a key focus for the insurance industry in recent years. Vincent Belloc explains why regulation changes mean insurers need to double down on these efforts to develop more customer-centric experiences while keeping privacy a top…
Insurers should share predictions with brokers to prepare for more challenging times ahead - Aviva's Hemming
Gareth Hemming, managing director for UK GI distribution & SME at Aviva speaks to Post about the pressures on insurers and brokers, emphasising how brokers are a critical part in the economy
GRP's Mike Bruce looks at what UK brokers can learn from their US counterparts
Mike Bruce, global CEO of Global Risk Partners, shares his first experience of teamwork with his US parent company Brown & Brown, and explains that the UK broking market 'over here' could learn a lot from the market 'over there' in the US.
BIA 2022: Winners Q&A with Park Home Assist Insurance Services
Park Home Assist Insurance Services’ Director, Steve Leech, spoke to Insurance Post about its two wins at the British Insurance Awards in the Personal Lines Broker and Customer Care categories.
Bruce Carnegie-Brown: Brokers need to adapt to the digitalisation of the marketplace and spend time adding value
Brokers who are “embracing technology change will be hugely advantaged” in a changing industry which needs to adapt to make the market more efficient by “spending more of time on the value-added piece of the advice activities”.
Blog: Brokers and insurers must work together to deliver on consumer duty
Following the announcement of Consumer Duty by the Financial Conduct Authority, Katherine Webster, director of governance, risk and conduct at Axa Commercial, urges brokers and insurers to work together to understand what the duty will mean for them, and…
Digital Bar Quarterly: The future for embedded insurance – an opportunity to enrich the customer experience
As the Financial Conduct Authority pricing reforms start to bite, insurers need to rethink their customer retention and acquisition strategies. Dan Martin, Altus consultant, outlines how embedded insurance offers them a chance to form deeper…
Data evolution is needed to become the Amazon of insurance, says Tim Smyth
Tim Smyth, CEO of UK General Insurance, says the key to Amazon’s success lies in its use of data, and that brokers and managing general agents must invest in their own data capabilities if they want to replicate the multinational’s success.
Covéa’s Vicki Heslop on what the industry should be doing to show it cares about vulnerable customers
As the cost-of-living crisis takes it toll on consumers, Vicki Heslop, director of customer experience at Covéa Insurance, argues that the insurance industry must be able to signpost how they can help before a crisis point is reached.
Intelligence: Protecting customer-facing staff
With rising energy bills, inflation and the cost-of-living crisis all hitting consumers in the pocket tensions are running high and customers service departments are facing more hostility. Sam Barrett investigates what insurers are doing to protect their…
Rehab proving its worth as Grenfell claims continue
Rehabilitation service providers have claimed rehab is "intrinsic to the insurance proposition" as Grenfell claims continue five years on from the disaster.
Blog: Why insurers should take a new approach towards flood repairs
As climate change becomes more evident, and severe weather events occur more frequently, Adam Clarke, chief underwriting officer and executive champion for environmental, social and governance at Ageas UK, explains why insurers need to face this issue…
CFC's Pat Brice on how customer service is too often forgotten as commercial and specialty providers digitalise
Pat Brice, distribution director at CFC Underwriting, says that although digitisation among commercial insurance providers is happening at a rapid pace, delivering a frictionless experience for brokers, customers too often fall by the wayside.
Intelligence: How using parametrics in travel insurance could help the sector's tarnished reputation
Parametric products are a good example of how the complexity can be removed from the world of insurance. Martin Friel examines how their use in travel insurance could help the insurance market with its transparency and ultimately clean up its image
Q&A: Roi Amir, Sprout.ai
Roi Amir has replaced Niels Thorne as CEO of Sprout.ai. He talks to Post about how his experience has shaped him to become an artificial intelligence leader, and how AI has the potential to unlock the future of insurance.
Blog: It’s time to take action on the fair treatment of all vulnerable customers
Helen Lord, CEO of the Vulnerability Registration Service, and Rich Tomlinson, managing director of Percayso Inform, consider the industry's shortcomings on consumer protection, and highlight ways in which it can now take practical, cost-effective action…
A ‘thorough review’ of approach towards retail customers needed as FCA unveils new Consumer Duty rules
Regulation experts have warned that firms will need to undertake a "thorough review of their current approach to retail customers" as the Financial Conduct Authority revealed the details of its Consumer Duty reforms today.
Biba targets a return to verbal communication with brokers to combat 'misunderstanding'
The British Insurance Brokers' Association wants insurers to bring verbal communication with brokers back to the claims process to "cut down the misunderstanding rate".
Shortlist for 2022 Insurance Post Claims and Fraud Awards revealed
The shortlist is now out for the 2022 Insurance Post Claims and Fraud Awards.
British Insurance Awards 2022: Insurance Broker of the Year - A-Plan Insurance
A-Plan “swims against the tide,” opening more high-street branches each year and giving communities a dedicated and personable service.
British Insurance Awards 2022: Personal Lines Insurer of the Year - Ageas UK
Ageas UK’s strategy has brought sharp focus to its heartland personal lines business in its vision is to become smarter, faster and more affordable.
British Insurance Awards 2022: Insurance Partner of the Year - Addresscloud
Addresscloud’s ‘simple yet effective’ technology implementation and impressive results helped to sway the judges in this keenly contested category.
British Insurance Awards 2022: Customer Care Award - Park Home Assist Insurance Services
Park Home Assist impressed the judges with its thoughtful approach and genuine desire to understand and serve its elderly and vulnerable customer base.