Customer service
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.
Affinity news: Interaction key to ruling affinity market
Customer interaction and engagement are key to ruling the affinity market in 2014, according to legal services strategy head Michael Davidson.
Affinity news: Rich customer data can be used to benefit products
The differences in customer service and customer loyalty between those who come via price comparison sites and those that come direct were highlighted in a presentation by Arthur J Gallagher managing director of partnerships Alan Sanderson.
Affinity news: Age of customer a factor in choice of insurance policy claim delegates
A customer’s age is a determining factor in the importance of cost compared to quality of service when choosing an insurance policy, delegates at Post’s Affinity 2013 event heard.
British Insurance Awards 2013: The Customer Care Award
On the crest of a wave
Add-ons: Into the mist
The Financial Conduct Authority’s investigation into add-ons threatens to create fault lines between the industry and the public. Is the sector’s house in order or is a clean up needed?
View from the Top: Innovate or face the music
If you can’t collaborate with customers on the front lines, you might as well kiss them goodbye, says Nick Skinner.
High Net Worth: Worth the effort
Research by Home & Legacy suggest there is little consensus in what constitutes a mid or high-net-worth customer. But what does this mean for the market?
Improving customer experience through operational excellence - webinar
Facing ever-changing demands from the regulator and consumers alike, insurance providers must adapt their processes to produce a superior customer journey.
Insurers split over police’s burglary notification plan
Scheme developed to help reduce victims of crime
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.