Customer service
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
Rising star: Daniel Whitfield, Swinton
Whitfield started as a broker liaison underwriter in 2005 and is now a customer service associate at Swinton
Analysis: Insurers torched on Twitter over Liverpool Fire
How social media influenced the response of insurers to the Liverpool fire
Cyber Research 2018: The findings
Cyber has come a long way in the past 70 years, yet its meaning has essentially remained the same: it still encompasses the notions of control and communication. Post, in association with Cyberscout, surveyed the insurance market and consumers to find…
Cyber Research 2018: Cyber insurers will live and die on claims experience
As the cyber insurance market grows, a specialised process to support cyber claims could make or break insurers. Tom Spier, director of international business development at Cyberscout, reveals how insurers are doing in this market.
Buzzvault announces long-term growth plans following Munich Re tie-up
Exclusive: Buzzvault Insurance has entered a five year strategic partnership with Munich Re Digital Partners with plans of releasing products to market by Q3 2018.
Aon's Jane Kielty on providing local service to international SMEs
As SMEs in the UK face increasingly complex insurance needs, Jane Kielty, managing director, national at Aon Risk Solutions, reflects on how the industry can respond to these.
CII consulting on new corporate chartered title
The Chartered Insurance Institute is considering introducing a new chartered designation to reflect the current shape of the insurance market.
Brokers informed: The perils of escape of water claims for HNW clients
Escape of water claims are reaching an all-time high and the risk can be even more prevalent in the high-net-worth sector. From bespoke wet rooms to expensive technology, with homeowners away for extended periods, the damage can prove complex and…
Career Development: Zurich achieves Disability Confident Leader certification
Zurich is the first insurer to achieve Disability Confident Leader status under the auspices of the Department for Work and Pensions scheme.