Customer service
Claims and Legal Review of Year Review 2024
Looking back at 2024, claims, adjusting and legal firm chiefs share how their organisations handled claims arising from named winter storms, worked towards becoming carbon net zero, the impact of claims costs starting to stabilise and why some found…
Big Interview: Neil Gibson, Sedgwick
Neil Gibson, CEO of Sedgwick UK, reflects on his first year in the top job and shares his plans to grow Sedgwick in the UK by winning the sector’s war for talent and focussing on customer service outcomes.
Insurtech Review of the Year 2024
2024 was a busy year for insurtechs as insurers looked to make the most of artificial intelligence plus data analytics, but sector leaders reckon the industry will push the boundaries of digital transformation even further in 2025.
Motor insurers with most satisfied customers revealed
NFU Mutual, Halifax, LV, Saga, and Direct Line have the most satisfied car insurance customers, according to Fairer Finance’s latest consumer survey, which also reveals an increase in premiums means fewer motorists are happy with their provider today…
Big Interview: Steve Hardy, Policy Expert
Steve Hardy, CEO of Policy Expert, talks to Tom Luckham about the firm’s plans for expansion, addresses claims concerns, and reveals what American musician Iggy Pop is really like.
Sign up to watch webinar on getting your digital modernisation strategy right
Whatever your role in the insurance value chain, digitalisation is a priority.
Arch’s Danskin on the power of service
View from the Top: Stuart Danskin, director of underwriting for Arch UK’s regional division, says platinum-level service shouldn’t be reserved for the largest risks and industry heavyweights.
Sign up to watch Ageas, Esure and Zurich discuss AI in claims automation
There has been a lot of talk about straight through processing when it comes to claims.
Home insurers that reject half of claims named and shamed
Consumer watchdog Which? has named and shamed home insurers with a claims acceptance rate of less than 55%.
Sign up for webinar on driving retention, growth and improved customer journeys
Insurers continue to face the challenge of distinguishing and differentiating themselves on anything other than being among the cheapest providers.
2024 European Insurance Technology Awards winners revealed
Today, Insurance Post is delighted to announce the winners of 2024 European Insurance Technology Awards.
Howden rolls out pilots to increase efficiency
Carl Shuker, UK & Ireland CEO for Howden Insurance Brokers, has outlined three examples of how the broker has increased efficiency within its operations.
McMillan insists 2024 results ‘will be best in Esure’s history’
David McMillan, group CEO of Esure, has predicted that the insurer’s 2024 financial results will be “the best in the company’s history”.
Q&A: Ben Wooltorton, Cover-More Group
Ben Wooltorton, managing director of Zurich-owned Cover-More Group’s UK business, outlines the impact of the Consumer Duty and explains how he intends to increase the travel and speciality insurance provider’s number of partnerships.
How insurers can navigate the threat of biased AI
Dean Standing, chief customer officer of consultancy Sagacity, outlines why insurers should take more care when handling customer data to train artificial intelligence pricing models.
Most complained about general insurers revealed
Admiral, Direct Line Group, Aviva, Esure and Axa were the most complained about general insurers in the first half of 2024, according to the latest Financial Ombudsman Service data.
Ecclesiastical’s Coleman on why great insurer service starts with culture
View from the Top: Richard Coleman, managing director of Ecclesiastical UK, explains why insurers should be putting more focus on service as part of their business strategy.
Video Q&A: Access PaySuite’s Luke Gall
In the latest Insurance Post video, Access PaySuite product and engineering director, Luke Gall discusses the pain points he sees in the insurance sector and how his employer can help address them.
Insurance Post Claims and Fraud Award winners revealed
Allianz (including LV), Aviva, DWF and Sedgwick were all multiple winners at the Insurance Post Claims and Fraud Awards last night (3 October).
Gallagher’s Rea bemoans ‘basic’ service remains a differentiator
Such has been the drop in service standards among insurers, anyone offering “the bare minimum” might stand out in the current market, according to the CEO of the UK’s largest insurance broker, Gallagher.
Insurance Post’s Top 90 MGAs revealed
Ardonagh Group, Brown & Brown, Gallagher, Markerstudy and Policy Expert are the UK’s five biggest MGAs.
Big Interview: Sten Saar, Zego
Sten Saar, co-founder and CEO of Zego, speaks to Damisola Sulaiman about the challenges of building an insurtech in an evolving landscape, the lessons he learned entering the complex world of insurance as an outsider, plus his plans for growing the…
Zego aims to double staff output through AI use
Zego CEO Sten Saar plans to double staff output through generative artificial intelligence use.
Video Q&A: Arch Insurance’s Steve Bashford and Mike Bottle
Following its recent success at the British Insurance Awards where it was crowned Broker Partner of the Year, Insurance Post caught up with Arch Insurance to discuss its success.