Customer service
WTW's Alastair Swift on why adapting is key to success
The broker landscape continues to evolve at an increasing rate and the industry is under constant pressure to adapt rapidly in order to keep up.
Brightside's Mark Cliff on becoming Mr Digital
I want to be Mr Digital. Frankly, this might be a step too far for many people who know me.
Aviva's Lindsey Rix on building trust and demystifying insurance
Let's be honest: insurance isn't the most exciting subject and it's often seen as a grudge purchase, something we have to have just in case the worst happens.
Blog: Stepping up the fight against fraud
Arguably, the insurance sector is behind many other verticals in transforming customer engagement and achieving the nirvana of delivering an excellent customer experience.
FCA sets deadline for PPI claims
The Financial Conduct Authority has put a deadline on payment protection insurance claims, bringing to a close a chapter that has cost firms billions in compensation.
One in four insurers failing mobile users
A quarter of insurers in the UK are failing to meet customers demand for a mobile and tablet optimised online experience.
Financial Ombudsman reveals 5% increase in complaints about insurers
Insurers had 5% more complaints made about them in the second half of 2016 than in the first half of the year, up to almost 18,000.
IAG to open insurtech incubator in Singapore
Australian-headquartered insurer IAG is opening an insurtech hub in Singapore later this year.
Junction’s Gary Duggan on how the data revolution can benefit consumers
The vast amount of data available to insurance providers in an increasingly digital world offers extraordinary potential for our industry, allowing us to understand our customers better, to refine our pricing and to improve and personalise the…
Insurtech start-up In My Bag launches with Hambro Perks funding
Mobile professional insurance specialist In My Bag has formally launched with funding from Hambro Perks and the underwriting support of ECIC.
Industry customer satisfaction on the rise
Overall customer satisfaction in the insurance sector has increased over the past year, according to the UK Customer Satisfaction Index.
Ageas's Boisseau on the importance of using technology for transparency
Mis-selling of payment protection insurance has done little to help our industry and the issue of trust for insurance providers.
Marketing: Image is everything
Insurers must stand out from the competition to attract custom. What lessons can they learn from outside the sector?
Roundtable: Talking marketing tactics
With the industry seeking to find out just how a single view of the customer can be achieved, Post, in association with Visionware, brought together specialists in a roundtable to discuss how digital is driving business
Spotlight: Claims Assistance: Ignore at your peril
Dissatisfaction over clarity during the claims process has been highlighted by the recent Financial Conduct Authority review. What can the industry do to make the system work better?
Generali: We won’t use chat bots to deflect angry customers
Generali is trialling chat bots for “bureaucratic” tasks, but the company’s head of global claims said it wouldn’t be appropriate to use the technology to deal with angry customers.
QBE's Richard Pryce on why insurers must innovate for customers and staff
The insurance industry has always been closely connected to the broader economy, but our fortunes are now even more closely tied to macro-economic developments.
Tokio Marine launches self-learning Facebook chatbot for advisors
Tokio Marine Life Insurance Singapore is linking up with its IFAs and agents via an automated chatbot available on Facebook messenger.
Blog: The real opportunity with digital
Read any article on digital insurance and it seems to me that it's all about the insurers.
Towergate's Kay Martin on why a focus on customer service is the one thing that won't change in 2017
So it's January again and what a year 2016 was - it's hard to remember a more tumultuous 12 months.
Electronic trading: What is good form online?
The growth in online communications makes BT's strapline ‘It's good to talk' seem dated, but anyone who has had to lift a phone to unravel a burgeoning misunderstanding in an email can appreciate its spirit.
Legal Update: Getting your wordings right for the Insurance Act
The insurance market has been living with the Insurance Act 2015 for nearly six months. It is too early to draw firm conclusions about how the Act may impact claims but there is ample evidence that the Act is affecting risk placement and contract terms…
XL Catlin's Paul Greensmith on the fairness the Insurance Act has brought
They say all is fair in love and football but what about insurance?
Blog: Connectivity is revolutionising the claims industry
When people talk about innovation in the claims process I immediately think about our clients and their customers - and also about our staff, because innovation undoubtedly means different things to different people.