Customer service
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.
LV's Martin Milliner on delivering the insurance promise
Some insurers waited until their policyholders' frustration made the headlines to give some comfort after the Liverpool car park fire, regrets Martin Milliner, director of claims at LV, urging the profession to deliver on its promises in order to build…
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.