Customer service
Roundtable: Digital innovation in commercial lines
The terms commercial lines and digital aren't often spoken together - is the problem that the industry doesn't talk about it or is it really not happening in the market?
Swinton's Gilles Normand on why brokers can be a guiding digital hand
Swinton CEO Gilles Normand believes brokers can be the Amazon of the insurance market.
Hastings staff to get instant customer feedback
Hastings Direct is rolling out a customer sentiment platform that will give its staff real-time access to their own customer feedback.
Week in Post: Picking up the pieces after Biba 2018
The possibility of physical and mental collapse is now very real. No sympathy for the Devil. Buy the ticket, take the ride.
Interview: Ali Crossley, BGL
In less than a year in her new role as managing director for Junction and BGL Customer Services, Ali Crossley has helped implement more than 100 digital improvements across the group's brands.
Editor's comment: As easy as ABC
As any mother does, from the day my son was born, I spend a lot of time trying to get him to talk. We did baby sign language, Monkey Music singing nursery rhymes and, of course, I read to him every night before bed.
Covea's Simon Cooter on investing in tech for customers, not for profit
Innovation needs to focus on enhancing customer experience, explains Simon Cooter, commercial lines & HNW director at Covéa Insurance.
The ABI credit hire GTA needs to better reflect today's vehicle technology
Insurers and credit hire organisations need to work together to create a new general terms of agreement to better reflect today’s engines. That is the view of Europcar UK business development director James Roberts, who adds all parties will benefit if a…
Lust for trust: can public trust be restored in insurance?
Nick Marson, founder of Parallel Mind, talks to commentators from across the insurance market to garner their views of how the insurance market can respond with one collective voice to meet the challenge of restoring public trust
Blog: Value your complaints
Artificial intelligence can spot dissatisfaction trends but only good complaint handling will help insurers get value out of those insights, explains Mark Parnaby, managing director of Cynergie, a Davies company.
Blog: What is Amanda Blanc’s legacy at Axa as she heads to Zurich?
Following the news yesterday that Amanda Blanc is to leave Axa to join Zurich as its CEO for Europe, Middle East & Africa, Jonathan Swift looks back at her time at the French insurer and assesses her legacy
Insurers still failing to meet FCA renewal rules
The Financial Conduct Authority has warned it will take action against general insurers who fail to implement rules introduced to encourage shopping around at renewal time.
Blog: Segmentation can help insurers enter new markets
Chris Cowan, managing director of Clusters, argues a targeted approach can help insurance companies stand out in a crowded market.
Aston Lark’s Peter Blanc on the M&A courtship
For a merger or acquisition to work, both sides need to get to know each other and have a post-deal plan, explains Peter Blanc, CEO of Aston Lark.
RSA's Gail Parker on using internal brand engagement to better serve customers
Gail Parker, brand, marketing and distribution director at RSA Personal Lines, shares her tips on employee engagement and customer satisfaction.
Blog: How to make your cyber offering stand out
Cyber insurers can gain market share by differentiating their products. Benedict McKenna, vice-president and London operations claims manager at FM Global, explains how.
Blog: Video killed underinsurance
The technology that can radically change household insurance has nothing to do with smart home devices, argues Charlotte Halkett, managing director of insurance product at Buzzvault, who bets on video surveys.
Blog: Letting agents, beware of an energy shake-up
No stone is being left unturned by the government in its aim to make renting fair and reasonable. Marc Brewer, underwriting manager for professional risks, Tokio Marine HCC, says it could prove a tough year for the letting industry.
Blog: The race to the GDPR finish line is on – but don’t lose sight of the customer
2018 presents some big challenges for the motor insurance sector, not least of which is the General Data Protection Regulation. James Roberts, business development director for insurance at Europcar UK Group, believes partners can help insurers here.
AIG's Steve Agutter on combining robotic insight and human touch
Claims adjusters need to embrace automation but it's their human touch that will win - or lose - customers, explains Steve Agutter, head of claims at AIG International.
Insurers celebrate National Apprenticeship Week
Insurers are celebrating National Apprenticeship Week by creating hundreds of roles and showcasing their apprentices.
Analysis: Women-friendly travel policies: Fair for females
As conversations around the gender pay gap or harassment at work illustrate, an increasing number of women are demanding a fairer deal. But will this extend to their insurance?
Editor's comment: Media matters
My name is Stephanie Denton and I am a social media voyeur.
Career File: Marshall Bailey
Bailey named as chair of the Financial Services Compensation Scheme