Customer service
Allianz's Stephanie Smith: Insurance needs to be louder and prouder
Insurance makes the world go round and Stephanie Smith, chief operating officer at Allianz, says the industry should be prouder of its daily accomplishments.
Blog: Why partnering is the only show in town for insurtechs
For most insurtechs the question no longer seems to be whether to partner up with an incumbent, but what the nature of the partnership should be. Marketing Eye CEO Neil Edwards explains what could be learnt from fintechs such as Revolut, Monzo and…
GDPR: Insurers at risk of losing two thirds of previous customer data due to GDPR
Insurers will have to delete two thirds of data that they hold on customers and risk losing a vital sales pipeline under the General Data Protection Regulations that come into place on May 2018, according to research from Consumer Intelligence.
GDPR: In Depth: The GDPR time bomb
The implementation date of the General Data Protection Regulation is less than a year off but the industry’s attention is elsewhere, with issues like Brexit, the General Election and the discount rate looming large on the horizon.
Editor's comment: Which hat fits?
I wear many hats. As a single working mum, I have to deal with financing and running a household, managing a team of staff and producing a high-quality publication, and raising a rounded young man who I hope will take on the world in the future.
Interview: Patrick Tiernan, Aviva
Aviva Global Corporate & Specialty's new managing director Patrick Tiernan is confident of profitable growth. He tells Jonathan Swift how he hopes to take the business to the next level.
Hiscox's Tom Dixon on tactical litigation in tech
Tactical litigation is costly, underhand and rife within the technology sector, writes Tom Dixon, head of technology for Hiscox UK and Ireland, explaining how to help policyholders avoid it.
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.