Customer service
Interview: Chris McGloin: Up for the fight
Incoming Airmic chairman Chris McGloin is about to find himself at the forefront of an organisation with a lot on its plate. As he takes the reins during Airmic’s 50th anniversary year, he explains why he’s feeling optimistic
Your Say: Consumers demand technology
When it comes to technology discussions in our industry, much of it is centred on outdated legacy systems and the challenges around the intelligent use of data.
View from the Top: Complying with the spirit of the law
It is up to insurers to support government efforts to ensure personal injury claims are handled correctly, says John O'Roarke.
In Series: Technology: Leaving your legacy
New technology promises greater insight for insurers and brokers, and a better experience for consumers – but only if used correctly.
In Series: Technology: Out with the old fashioned systems
Old-fashioned systems are affecting some insurers’ ability to keep up with the growing expectations of more tech-savvy consumers, allowing new players to gain market share.
View from the Top: Desperate measures
Brokers are engaging in some unwise practices as they struggle to cope in the difficult climate, says Dave Smith.
Telematics Expo: Study suggests engagement improves driving behaviour
Initial research by telematics start-up Carrot Insurance has revealed a link between customer engagement and driving behaviour.
Personal Lines Brokers: Fresh tactics
With the rise of aggregators bringing their very existence into question, how are personal lines brokers changing their approach to ensure they stay relevant and needed?
Aggregators: We don't need the aggravation
As aggregators come under fire for a lack of standards and insurance qualifications, some are still cool on improving professionalism.
In Series: Personal Lines: Getting the balance right
Insurers are deploying fraud detection measures earlier, in an attempt to reduce exposure, while still providing a good customer experience. by Graham Odiam
In Series: Balancing act
Personal lines insurers must be careful to ensure their desire to harness the power of data doesn’t get in the way of treating customers fairly.
Loss adjusting: Keep it in the family
The role of the loss adjuster is changing, with insurers increasingly adopting an internal claims handling approach. But it is by no means the end of the specialist panel.
How are social media and mobile going to impact insurance distribution?
In today’s increasing digital market, the proliferation of new channels, products, services, and alternative players, is forcing Insurers to revisit their distribution strategies in order to understand the role of digital opportunities in closing the gap…
RSA seeks to improve customer services with new role
RSA has appointed John Elliott to the newly created role of personal lines customer services director.
View from the Top: Satisfaction not guaranteed
Net Promoter Score is a widely used measure for assessing your brand through the eyes of your customers, providing an insight into whether a customer is likely to recommend or discredit your company and its services.
View from the Top: Correcting the balance
Cut the middle man out of motor insurance for lower premiums and better service, says Dominic Clayden.
Improving Underwriting: The extra mile
The use of geographic intelligence can improve the understanding of risk in the motor insurance space.
Claims Club: Firm leaders face battle to regain confidence of their staff
Insurance firms must tackle a decline in trust among customer-facing staff in senior management if they are to reap the rewards of consumer satisfaction.
Customer Satisfaction: Thumbs Down
Why are consumers reporting poor satisfaction levels in their customer experiences with insurers?
Your say: When going out works best
Post’s feature on outsourcing raised some interesting points about how brands measure their outsourcing providers against performance standards and service-level agreements.
View from the Top: Steer clear of the C-word
Client retention can be improved by avoiding complacency and treating renewals like new business.
In Series: Outsourcing - Quality control
How can insurers ensure their brand identity and customer service expectations are maintained by outsourced providers?
Customer retention: Rewarding loyalty
Insurers spend vast amounts on acquiring new customers, but customer churn remains high. Should they be doing more to retain existing policyholders instead?
Online exclusive: Easing the customer journey
Which companies provide the best customer experience for motor and home insurance buyers? Global Reviews reveals all in its quarterly benchmarking report.