Customer service
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.
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.
LV's Steve Treloar on learning from the independent broker
For years, there has been talk in the industry about the future role of brokers in the sector, Steve Treloar, managing director of general insurance at LV explores the issus.
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.
Allianz's Neil Clutterbuck on transforming motor insurance in the cloud
Harnessing the power of cloud computing can offer many business benefits in terms of data storage and processing, accessibility and cost. But with potential risks alongside the benefits, the opportunities it offers the insurance industry are still up for…
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.
Covéa's James Reader on insurance's ‘two lengths of the pool’
Spending some time with sport psychologist Simon Hartley reminded James Reader, CEO of Covéa Insurance, it can be all too easy to lose focus on what we’re really here to do
Brokers: The unbearable weight of regulation
Brokers are becoming increasingly frustrated with the Financial Conduct Authority, citing rising compliance costs and an overbearing regulatory regime as hurdles to growth and innovation
C-Suite Broker: Junction's Ali Crossley on personalisation in insurance marketing
Marketing is constantly evolving, with an ever-changing array of channels through which to promote products – but at the heart of it is always the customer. How can we best meet their needs, asks Ali Crossley, customer and development director for…
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…
C Suite: A Plan's Carl Shuker on advised and non-advised sales
The internet is, of course, most of the time, a force for good, but is it driving down the quality of what we as an industry offer our clients? Carl Shuker, CEO of A-Plan Insurance, investigates.
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…
Chubb's Jeremy Miles on the battle between algorithms and service
Last month, The Economist magazine featured a provocative article on disruption of the insurance sector that examined how businesses are using technology to re-engineer the underwriting model.
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…
Blog: The young and the connected, the new face of claims handlers
Businesses in the insurance sector have to deal with change from a ‘new' type of social-savvy policyholder. Engaging and empowering your workforce is the best way to go about it, and technology provides the tools for it.