Customer service
Claims management: Room for improvement
Getting the claims process right is imperative for brokers and insurers. Sam Barrett looks at what tops the wish list when it comes to partnering with claims management specialists.
Claims management: Moment of truth
With the true value of insurance — and the insurer — judged by the customer at the claims moment of truth, Kevin Wood calls for a balanced, transparent approach with partner companies that reflects the total cost of the claim.
IFB extends Cheatline facility
The Insurance Fraud Bureau has increased the operational capacity of its Cheatline facility.
BIS countdown - business transformation: Adapt to survive
Insurers can adapt to survive the unprecedented changes ahead by looking at other sectors, such as the automotive industry, which have already suffered the twin stresses of global competition and enhanced customer expectations, claims Keith Aylwin.
BIS countdown - outsourcing innovation: Major makeover
As growth demands surpass in-house capabilities, Jeremy Owenson looks at how modern day outsourcing can more easily produce mutually beneficial solutions.
Open GI appoints customer services head
Software firm Open GI has appointed Michele Munn to the role of head of customer service.
Career development & CSR news: Groupama and GCFB link up to provide training courses
Groupama Healthcare has teamed up with the Goldsmith Centre for Business to create a series of customer service training initiatives for employees.
3700 staff on tenterhooks as RBSI unveils closures
Rivals of Royal Bank of Scotland Insurance have outlined plans to recruit staff affected by the banking giant's decision to close more than half of its offices.
Interview - Peter Harmer: Next in line
Peter Harmer
Towergate launches new website
Towergate Underwriting has launched a new website which it says will be easier for brokers to use.
Defaqto calls on insurers to educate beyond price
Defaqto has told motor insurers to educate customers to look beyond price, as underwriting losses continue to increase.
Time to go back to basics on claims
How refreshing to see Adrian Brown, RSA UK CEO, openly express the view that insurers should actively seek to identify, recognise and pay claims that could properly fall under employers' liability policies issued, however long ago.
Website Review: Admiral
In the latest of a new series for Post, web performance monitoring specialist Gomez runs the rule over Admiral's website to see how it performs in a number of key areas and stands up against some of its rivals.
BIS Countdown - innovation: Listening to customers
The relationship between the customer and the market is constantly on the move, says Amanda Blanc, who stresses firms must innovate and evolve or face severe consequences.
Broker focus - exit options: Feathering the nest
Finding a favourable exit during the economic downturn has proved tricky for broker owners. Leigh Jackson reports on how the tide may be turning for those looking to sell.
Mitie targets top spot in property claims sector
Strategic outsourcing specialist Mitie has unveiled ambitious plans to become the leading property claims company within five years, after announcing its entry into the market this week.
Irish regulator spells out stance on client premiums
The Financial Regulator in Ireland has published the findings of an examination of compliance by insurance intermediaries, with the rules governing the handling of client premiums and the operation of client premium accounts.
Irish regulator spells out stance on client premiums
The Financial Regulator in Ireland has published the findings of an examination of compliance by insurance intermediaries, with the rules governing the handling of client premiums and the operation of client premium accounts.
British Insurance Awards: Leading with innovation
Fortis Insurance has boosted customer satisfaction after it reworked its claims handling process and introduced innovative new initiatives, writes Jonathan Swift.
Postscript - 5 years ago: Lord Hunt attacks FSA at BIA
Looking through Post's back catalogue paints a unique picture of more than 150 years of insurance news, as this highlight form 5 years ago reveals.
British Insurance Awards 2010: Give the personal touch
Fortis UK’s stringent customer service standards have led to a successful partnership with age Concern enterprises and were even critical in saving a customer’s life reports Daniel Dunkley.
British Insurance Awards 2010: Costs down, service up
Leigh Jackson discovers how adhering to a mantra of repairing rather than replacing has led to improved customer satisfaction and retention, higher profits and some very happy insurers and brokers with improved loss ratios.
First Central opens new sales centre
First Central Insurance Management, the service provider for online motor insurer 1st Central, has opened a new sales centre accommodating 80 members of staff.
Postbox: Validation is not onerous
Groupama Insurances counter-fraud manager Stephen Teeling's recent article 'Getting to know you' raises a valid argument that the insurance industry should follow the example of the major banks and put in place industry-wide practical validation measures…