Customer service

Cyber Research 2018: The findings

Cyber has come a long way in the past 70 years, yet its meaning has essentially remained the same: it still encompasses the notions of control and communication. Post, in association with Cyberscout, surveyed the insurance market and consumers to find…

LV's Martin Milliner on delivering the insurance promise

Some insurers waited until their policyholders' frustration made the headlines to give some comfort after the Liverpool car park fire, regrets Martin Milliner, director of claims at LV, urging the profession to deliver on its promises in order to build…

Q&A: Nigel Edwards, EXL

Nigel Edwards, senior vice-president and head of Europe at EXL Services, spoke to Jonathan Swift about the incoming General Data Protection Regulation and its impact on insurers.

Blog: Brand strategies that build customer trust

Thomas Cowper Johnson, a director at Davies Group company Service Tick, examines how firms with no insurance credentials have managed to build and maintain a relationship of trust with their policyholders.

Blog: Brokers, spare no (legal) expense

When a legal expenses insurance claim is declined due to poor prospects of success, brokers can still give the policyholder some help and guidance, explains Jeremy Butler, managing director of Qdos Underwriting.

Analysis: Mutual benefits

With four mutuals making the UK top 20 insurers rankings for 2017 and results outperforming the rest of the market, mutuality is a sector to watch, especially as it is easier to innovate without constant shareholder pressure

Blog: Digitise your underwriting, not just your quotes

Insurers have been digitising their application process but not so much their underwriting operations, writes Selim Cavanagh, insurance vice-president at Lexis Nexis Risk Solutions, warning they might be missing on some efficiency gains.

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