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.
Nick Ashmore, head of marketing at Response Tap, reflects on what UK insurers can learn from US customer service.
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.
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
Insurers can improve their reputation by communicating better with their policyholders, explains Roj Whitelock, executive creative director at Jacob Bailey Group.
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
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…
The demand for transparency and diversity is changing the insurance market and shaping the personalities of future industry leaders, writes Brokerbility chairman Ashwin Mistry.
Brokers must get back to their roots of being pillars in the community to achieve organic growth, says Phil Barton, group CEO at Jelf.
While certain sectors of the insurance sector are advancing at a pace, Richard Beaven, distribution director at Swinton Group, urges swifter movement on diversity.
Insurers have been digitising their application process but not so much their underwriting operations, writes Selim Cavanagh, insurance vice-president at Lexis Nexis Risk Solutions, warning they might be missing on some efficiency gains.
Sue Jones, head of GI fraud strategy at LV, explains how fraud became an industry focus.
Artificial intelligence is raising concerns among insurance staff but Brendan McCafferty, CEO of Axa Insurance, believes it opens up a range of possibilities.
Nigel Phillips, commercial director at CDL, lists the advantages of insurance customers going monthly.
In association with start-up specialist Tallt and health insurer WPA, Post recently polled insurance brokers on their thoughts and experiences of trading with insurers, and whether technology has helped or hindered that relationship. Here Jonathan Swift…
Almost a year into her role Zurich UK CEO Tulsi Naidu talks to editor Stephanie Denton about the events of the last 12 months and how the insurer is progressing with its transformational programme.
What does a Greek merchant in 300BC delivering corn on a cargo ship have in common with nearly one-tenth of today’s UK population? The answer is insurance fraud. Michèle Bacchus takes a closer look.
“You can watch Go Jetters if you let me tie your hair” is the type of deal you sometimes need to strike with your toddler if you want to get things done. Of course, you shouldn’t negotiate with mini-terrorists but there is nothing wrong with a win-win…
A positive customer experience is never more important than at the point of claim. James Roberts, business development director for insurance at Europcar UK, explains how following best practice in replacement car hire can create this.
After a 10-year break from general insurance, James Gearey, managing director of commercial risk solutions at RSA, finds the industry has moved on a lot but still needs to work on responsiveness and communications with customers.
The third Claims Club meet in 2017 focused on getting claims right through communication and customer service. Terry Renouf, consultant at BLM, explains.
Fraudsters never rest and Lior Koskas, managing director of Digilog UK, urges the industry to remain open to sharing in the latest risk identification tools and continually review procedures for fraud.
There is a growing divide in insurance between low-cost providers and those trying to differentiate themselves by offering more services according to global consultancy Bain & Co.
Generali Asia has appointed a former AIG senior executive as chief customer officer for the region.