Customer service
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.
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…