Customer service
Some insurtech investment doesn't make sense, conference hears
Some investment criteria into insurtech start-ups “don’t make sense over time”, said Neil Harrison, global head of claims at Aon Risk Solutions, warning against “innovation that is going to cause dissatisfaction”.
Q&A: Nigel Edwards, EXL
Nigel Edwards, senior vice-president and head of Europe at EXL Services, spoke to Jonathan Swift about the incoming General Data Protection Regulation and its impact on insurers.
Crawford's Muress to head Sedgwick's international division
Ian Muress has joined Sedgwick as CEO of international operations.
Blog: Brand strategies that build customer trust
Thomas Cowper Johnson, a director at Davies Group company Service Tick, examines how firms with no insurance credentials have managed to build and maintain a relationship of trust with their policyholders.
Blog: What UK insurers can learn from US customer service
Nick Ashmore, head of marketing at Response Tap, reflects on what UK insurers can learn from US customer service.
Blog: Brokers, spare no (legal) expense
When a legal expenses insurance claim is declined due to poor prospects of success, brokers can still give the policyholder some help and guidance, explains Jeremy Butler, managing director of Qdos Underwriting.
A-Plan's Carl Shuker on ending dual pricing in personal lines
Those loyal to their insurer are probably paying more than they should. Carl Shuker, CEO of A-Plan, believes it’s time the market took a bold move to address the problem
Blog: How communication can help insurers fix their reputation
Insurers can improve their reputation by communicating better with their policyholders, explains Roj Whitelock, executive creative director at Jacob Bailey Group.
Analysis: Mutual benefits
With four mutuals making the UK top 20 insurers rankings for 2017 and results outperforming the rest of the market, mutuality is a sector to watch, especially as it is easier to innovate without constant shareholder pressure
Legal Update: Conflicts of interest in the insurance distribution chain
As they prepare for the Insurance Distribution Directive, insurers and brokers need to be wary of conflicts of interest, which the Financial Conduct Authority has been monitoring closely, explain Roseyna Jahangir and Juanita Morrison, associate and…
Blog: The golden age of insurance is yet to come
The demand for transparency and diversity is changing the insurance market and shaping the personalities of future industry leaders, writes Brokerbility chairman Ashwin Mistry.
Jelf & Bluefin's Phil Barton on getting back to organic growth
Brokers must get back to their roots of being pillars in the community to achieve organic growth, says Phil Barton, group CEO at Jelf.
Swinton's Richard Beaven on why insurance must pick up the pace on diversity
While certain sectors of the insurance sector are advancing at a pace, Richard Beaven, distribution director at Swinton Group, urges swifter movement on diversity.
Blog: Digitise your underwriting, not just your quotes
Insurers have been digitising their application process but not so much their underwriting operations, writes Selim Cavanagh, insurance vice-president at Lexis Nexis Risk Solutions, warning they might be missing on some efficiency gains.
Blog: LV's Sue Jones on her fraud-fighting career
Sue Jones, head of GI fraud strategy at LV, explains how fraud became an industry focus.
Axa's Brendan McCafferty on AI and staff
Artificial intelligence is raising concerns among insurance staff but Brendan McCafferty, CEO of Axa Insurance, believes it opens up a range of possibilities.
Blog: Breaking the renewal cycle with subscription-based insurance
Nigel Phillips, commercial director at CDL, lists the advantages of insurance customers going monthly.
Research: Brokers say technology hasn't improved trading with insurers
In association with start-up specialist Tallt and health insurer WPA, Post recently polled insurance brokers on their thoughts and experiences of trading with insurers, and whether technology has helped or hindered that relationship. Here Jonathan Swift…
Interview: Tulsi Naidu, Zurich
Almost a year into her role Zurich UK CEO Tulsi Naidu talks to editor Stephanie Denton about the events of the last 12 months and how the insurer is progressing with its transformational programme.
Research: Focus on fraud
What does a Greek merchant in 300BC delivering corn on a cargo ship have in common with nearly one-tenth of today’s UK population? The answer is insurance fraud. Michèle Bacchus takes a closer look.
This Week in Post: Deal or no deal?
“You can watch Go Jetters if you let me tie your hair” is the type of deal you sometimes need to strike with your toddler if you want to get things done. Of course, you shouldn’t negotiate with mini-terrorists but there is nothing wrong with a win-win…
Spotlight: Vehicle hire: What is best practice for today’s insurance market?
A positive customer experience is never more important than at the point of claim. James Roberts, business development director for insurance at Europcar UK, explains how following best practice in replacement car hire can create this.
RSA's James Gearey on finding the right balance
After a 10-year break from general insurance, James Gearey, managing director of commercial risk solutions at RSA, finds the industry has moved on a lot but still needs to work on responsiveness and communications with customers.
Claims Club Blog: Communication, flexibility and empathy, the keys to claims success
The third Claims Club meet in 2017 focused on getting claims right through communication and customer service. Terry Renouf, consultant at BLM, explains.