Customer service

Interview: Conor Brennan, Zurich UK

Zurich has seen a seismic shift in the last year. A group-wide restructure also saw a reworked operating model in the UK, with commercial, general insurance and life businesses under a single leadership.

Blog: Insurers need to invest in handling subsidence claims

Insurers may not be saving that much money by cutting back on subsidence claims handling, notes Nick Turner, professional services director at Claims Consortium Group, arguing that triage and on-site inspections can help provide a smooth service and…

C-Suite: Towergate's Paul Dilley on surviving or thriving

Anyone who’s followed the fortunes of Towergate will know that it has had something of a mountain to climb in the last couple of years – but Paul Dilley believes the full year results show it's made significant progress and now has the summit firmly in…

Blog: Automated claims aren't outlandish

Digital advances will allow insurers to automate smaller claims, predicts Graham Gibson, chief claims officer at Allianz, warning that technological agility and customer focus will be key to survival.

Blog: Social media tips for brokers

Ahead of the annual conference of the British Insurance Brokers' Association in Manchester, Joel Markham, head of regional broker distribution at Ageas, shares his tips on how to leverage social media.

Finishing line in sight for the IPID

Although many who voted for Brexit may have hoped otherwise, leaving the European Union will not enable the UK insurance community to turn a blind eye to the insurance regulations dreamed up by those famously unelected bureaucrats in Brussels. Although…

Claims: Providing a personal service

Brokers need to stand out in a competitive market and claims service is a way to make a real difference. Being there to advise, intervene – and to turn the heat up if necessary – can mean the world to a grateful client.

Blog: The future of insurance pricing

The powerful combination of improving digital technologies and data management solutions is having a significant impact on insurance pricing explains David Evans, managing director at the Collinson group.

Blog: Brokers' bad reputation

So what’s the worst thing you can say to a broker? Accuse them of being commission driven? Question what value they add to customers? Definitely best not to stray into the territory of online comparison sites, says Adrian Saunders, commercial director at…

Blog: Know your customer... and your opposition

‘In the midst of chaos, there is also opportunity', wrote the great military strategist Sun Tzu a mere 25 centuries ago. His observation still holds true in these strange times of disruption. And seizing the opportunity is vitally important to modern…

Blog: IoT 2017 - It's not all about data

As an insurer, understanding the Internet of Things and solutions it offers to our customers is one of our key priorities. But we also know that if we only think about IoT and insurance from one perspective, it can lead to the wrong answer. We need to…

Blog: Injured claimants are not lobby fodder

I spent 15 years working for a number of insurance companies before ‘crossing the floor’ to be the managing director of Minster Law, a claimant firm. Whether moving from insurance to the law is a step up the public approval rankings or a step down is a…

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