Customer service
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.
Digital marketing platform could help insurers beat 'money drain' of price comparison sites
Digital marketing group Digital Animal plans to help insurers take back control of their spend and kick price comparison websites to the curb.
Europe: How to spot online insurance opportunities
More than 400 online channels of insurers in Europe are currently doing business and this number is increasing. However, not all of these online channels are successful.
Verint's Ziv on the surprising answer to the fintech threat
As customer expectations increase in a rapidly changing business environment - there is a surprising answer to technology disruptions attacking established business models.
Interview: Harsha Agadi, Crawford & Company
As Crawford ‘outperforms expectations’ in terms of growth, Michèle Bacchus speaks with CEO and president Harsha Agadi about his plans for the company
Roundtable: How to connect with the Millennial market
Penetration into the under-30s market remains low despite new app-based products and innovative solutions. Post, in association with GMC software, hosted a roundtable to find out what more the industry can do to address this
Expertise from A-Z: 2016 Review: A year of change
A look at the tumultuous changes of 2016 – and a preview of what 2017 may have in store for the industry
Blog: Leadership in a short-term world
Short-termism is the hallmark of our era. We live in a disposable, transitory society - as evidenced everywhere from the fate of the England football manager and the last leader of the UK Independence Party to the fickleness of government policies. The…
Telematics platform aims to be 'alternative to aggregator'
Drivers will be able to use their telematics score to get quotes from other insurers at the end of their policy.
AJG's Michael Rea on the challenge of effective integration
The appetite for acquisition activity is undiminished, but buying is the easy part