Customer service
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.
Blog: Don't turn your back on fraud-busting tech
Fraudsters never rest and Lior Koskas, managing director of Digilog UK, urges the industry to remain open to sharing in the latest risk identification tools and continually review procedures for fraud.
Customers want more services, says Bain & Co.
There is a growing divide in insurance between low-cost providers and those trying to differentiate themselves by offering more services according to global consultancy Bain & Co.
Generali Asia appoints former AIG executive as chief customer officer
Generali Asia has appointed a former AIG senior executive as chief customer officer for the region.
Ageas' Andy Watson's wish list for returning MPs
As goverment returns to business, Andy Watson, CEO of Ageas UK, reminds MPs that there are still three major areas of policy affecting insurance that need to be properly addressed before insurers can begin to control and then reduce customer premiums.
Blog: How insurers can use data analytics to differentiate their products
Insurers shouldn't use data analytics just to drive efficiencies but also to innovate in terms of risk management, writes Paul Dix, insurance strategy consultant at CGI UK.
150 jobs at risk in L&G's Hove office
As many as 150 jobs are reportedly at risk as Legal & General plans to move its GI unit from Hove to Birmingham.
Analysis: Pet insurance: fetching data
Customer profiling is key to accurately assessing insurance risk, capturing fraud and improving the pet owner’s insurance experience
Blog: How to make your MGA stand out
Managing general agents need to differentiate themselves to boost their income, advises Ed Halsey, sales & marketing director at Schemeserve.
Aviva GI CEO Colm Holmes on its British Insurance Awards success
GI CEO Colm Holmes discusses Aviva UK's 'social purpose' and how it is helping customers defy uncertainty.