Customer service
PSTF: Customer experience: the new battleground
Providing a compelling customer experience will be the critical basis of competition for insurers in 2012 and the foreseeable future. This was the main message from Richard Edwards, principal analyst at Ovum, pictured, on managing IT strategy in an ever…
View from the top: An apple a day
‘We made the buttons on the screen look so good you’ll want to lick them,’ was something Apple founder Steve Jobs once said to a journalist eager to unpick the secrets that underpinned the firm’s meteoric rise to become one of the biggest companies in…
Data usage: Made to measure
Can insurers rise to the challenge of utilising multiple real-time data sources to maximise sales while minimising exposure?
Customers revolt over hefty fines as eCar takes zero tolerance approach
Brightside has rebutted policyholder complaints about the practices of its online broker eCar. It follows claims by customers that they have reported the broker to the Financial Services Authority and the Financial Ombudsman Service.
Interview - Duncan Spencer: Calling the shots
Mobile phone insurance has been branded ‘useless’ by some and touted as the next potential mis-selling scandal, but Duncan Spencer believes there is a growing need for the product.
Seven in 10 insurers admits being "average" or "weak" in meeting customer needs
While the majority of insurers (91%) believe future growth depends on providing a special customer experience, most of them do not currently see themselves as providing differentiated products and levels of service, according to findings of a global…
Homeserve shares crash after sales suspension
Homeserve joined the mis-selling scandal this week when it suspended telephone sales of its home emergency policies, after an internal review by Deloitte found its processes fell “below the standard it had set itself”.
Rok - one year on: Bearing up after Rok
When Rok went into administration, insurers had to respond rapidly. One year on, how are they coping and what lessons have they learned?
Chubb Europe makes UK & Ireland appointment
Chubb Insurance Company of Europe has appointed Jon Nottingham, sales and marketing manager UK & Ireland.
Cyber risks in the modern business
Technology is evolving every day and as Iain Ainslie explains if brokers want to offer their customer the best cover possibly they need to be aware of all risks and the specialist policies available to help them.
Ratings watch: the risk of negative outlooks
The Greek sovereign debt crisis has raised questions about insurers’ investment portfolios and the ratings they attract because of this. Jakki May explains why brokers should be aware of the issue to provide the best service to their customers.
Axa Assistance eyes £40m target with launch of Rok replacement service
Axa Assistance has launched its own home emergency service, spurred on by the demise of Rok Insurance Services, in a bid to gain greater control over customer service.
Sevice poll result
Are brokers prepared to switch for lower quality service at a cheaper price?
Business agility for improved profitability - webinar now available on demand
If you missed the recent Post webinar in association with Pitney Bowes Business Insight on the challenges of communicating with customers in today's changing world, you can now watch the on-demand version.
Business agility for improved profitability - webinar now available on demand
If you missed the recent Post webinar in association with Pitney Bowes Business Insight on the challenges of communicating with customers in today's changing world, you can now watch the on-demand version.
Business agility for improved profitability - webinar now available on demand
If you missed the recent Post webinar in association with Pitney Bowes Business Insight on the challenges of communicating with customers in today's changing world, you can now watch the on-demand version.
Insurance Insight weekly update is now live
Insurance Insight’s weekly update is live featuring a Q&A with CED Ceo Stef Witteveen: and a View from the Top from FERMA vice president Julia Graham.
Social media: Hashing out hashtags
Has the insurance industry finally mastered the art of social networking?
View from the top: A multi-channel world
Many brokers will have read the recent update around Zurich’s personal lines strategy, following the announcement that we’re re-entering the direct channel later this year via an outsourced arrangement with Endsleigh, where the majority of new business…
Quick Quote ‘baffled’ by rival’s withdrawal
The battle for broker dominance in South Wales is expected to be cranked up a notch following the news that rival firms Quick Quote and Motaquote are both looking to expand operations in the region.
Fraud rise feared in riot aftermath
Mihir Pandya, Allianz fraud manager, has warned spurious claims could rise in the aftermath of this month’s riots and a potential double-dip recession.
Ireland's Wrightway puts renewals on EDI
Ireland’s largest underwriting agency Wrightway is converting all of its manual motor policies to full cycle EDI on Open GI, removing the need for paper transactions on renewals.
Postbox: Collaboration is key to finding a surge solution
I read with interest David Bonehill's letter 'Bursting for Improvement'.
Postbox: Adjusters at the mercy of fickle insurers
David Bonehill's letter has clearly provoked a significant response — and rightly so.