Customer service
Group risk: A group safety net
With state benefits set at low levels, the safety net of group risk cover has never been more valuable. But although sales are creeping up, providers and advisers believe there is much more that could be done to grow the market
Blog: Brokers need to cross-sell more
Brokers need to exploit cross-seeling opportunities to protect their business, writes Nick Mohan, joint managing director at Jackson Lee Underwriting, pointing to gap insurance and other niche covers.
Axa's Gareth Howell on putting customers before innovation
Innovation is currently the talk of our industry for good reason. We are facing potentially challenging times, with start-ups bringing new tech, new ideas and a new outlook to the sector. However, Gareth Howell, managing director of personal direct and…
Blog: Trade credit insurers mustn't waste the Brexit opportunity
Trade credit insurers can prove their worth by helping their customers mitigate the risks associated with Brexit, writes Richard Reynolds, regional manager at Atradius.
Europe: Post-Brexit travel insurance
It is unclear whether UK nationals will be able to use the European Health Insurance Card after Brexit. If they don’t, travel insurers expect higher claims costs and higher premiums.
Blog: Brexit is making travel claims more expensive
Brexit is increasing the costs sustained by travel insurers, which can no longer afford to cut premiums, says Antony Martin, managing director at Rock Insurance.
Blog: Keeping up with the customers
Customer expectations have changed. Technological advances in the past five to 10 years have refocused entire industries on providing ‘real-time’ customer care. Mark Southern, commercial director for the WPA Group, explains that while insurance…
Wedding insurance: A promising market
The UK wedding market is worth £10bn and growing exponentially, but the wedding insurance market is comparatively less fruitful
Blog: Mobile apps for insurers, golden or poisoned chalice
Not every insurer needs an app. Antoine Hemon-Laurens, mobile consultant at GMC Software, lists the four questions you should ask yourself to decide whether it is the right tool for your company.
Blog: How artificial intelligence will simplify insurance
While insurance is becoming ever more complex, insurers are being disrupted by digitally-led start-ups simplifying what insurers do for customers. Mike Downing, chief technology officer for the WPA Group, envisages long and complex policies with drawn…
Blog: The top 10 things insurers need to innovate
There is no single recipe for innovation but Carrie Robinson, head of innovation at Ageas, reveals her top 10 ingredients.
Aviva's Maurice Tulloch on all that insurtech hype
With technology reshaping the insurance industry, incumbents need to disrupt the very business models they helped create in order to meet fast-changing customer expectations, writes Maurice Tulloch, CEO, international insurance, Aviva.
Insurers slammed over poor online communication
More than two thirds of insurers do not answer questions from customers asked through email or social media, according to a survey.
Roundtable: Digital is an attitude
Being a digital insurer isn’t about the aptitude but the attitude. This was the conclusion of a roundtable I chaired recently for Post, in conjunction with SSP.
2017 Post Claims Awards: Full list of winners
Covea notched up two team wins and NFU Mutual chief claims manager Matthew Scott (above) took home the Achievement Award at the Post Claims Awards last night at the Sheraton Park Lane, London.
In Depth: The GDPR time bomb
The implementation date of the General Data Protection Regulation is less than a year off but the industry’s attention is elsewhere, with issues like Brexit, the General Election and the discount rate looming large on the horizon
Roundtable: Digital: Brokers - Surviving the digital age
At a time when regulation and taxes are weighing heavily on their operations, brokers find they have to adapt to the digital age. At a Post roundtable, in association with SSP, they discussed how they can leverage new technologies to better serve their…
Blog: Using robots to build trust
Headlines on the impact of artificial intelligence have ranged from predicting a doomsday where the robots take control to, more recently, exploring scenarios where humans and robots live together in harmony. Harry Clarke, head of research at Tällt…
Insurers at risk of losing two thirds of previous customer data due to GDPR
Insurers will have to delete two thirds of data that they hold on customers and risk losing a vital sales pipeline under the General Data Protection Regulations that come into place on May 2018, according to research from Consumer Intelligence.
Claims Club Blog: Service, travellers, and the new British export
BLM's Terry Renouf sums up the last Claims Club meeting where tackling supply chain issues, talking about artificial intelligence and applying gig economy opportunities made the headlines.
Aviva plans to tackle dual pricing with Ask It Never service
Aviva is planning to tackle the issue of dual pricing with its Big Data-driven Ask It Never service and offer customers a fixed level pricing when they renew their policy.
JLT's Hamish Roberts on the tender trap
The vast majority of broker appointments are made as a result of an expensive tender process. Hamish Roberts, JLT’s head of business development, suggests a cheaper method that remains procurement-friendly.
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.