Customer service
BGL’s Peter Thompson on the blended experience the customer of 2022 wants
Intuitive, market-leading tech, coupled with a customer services team who understand the products inside out and have the right listening and empathy skills are key to providing the best customer experience this year and beyond, says Peter Thompson, CEO…
Roundtable: The future of affinity insurance in the digital age
The affinity space continues to attract interest from both insurers/brokers and brand partners looking to either tap into new customers or create deeper longer term relationships with existing ones. But what was once a case of simply white labelling…
Preview: What will 2022 bring for the insurance market?
Post spoke to market experts to get their predictions for what 2022 will look like.
Insurers back calls to end abuse of customer service workers
Insurers and the Institute of the Customer Service are calling for tougher legislation to stop people abusing staff in customer-facing roles.
Review of the Year 2021 – Insurers
Post spoke to major insurers to get their thoughts on the highs and lows of 2021.
Swiss Re reports nat cat losses fourth worst since 1970; Davies buys BVS; Leak Bot to go public after reverse takeover; and Ryanair teams up with insurtech
Post wraps up the major insurance deals, launches and investments of the week
Advertising feature: Pay.UK – the next step in Bacs’ evolution
You need to get familiar with the name Pay.UK, because one of the main interfaces between you and Bacs is about to change, explains Dougie Belmore, the chief payments officer of Pay.UK
FCA's consumer duty to cost firms up to £2.4bn
The Financial Conduct Authority has estimated that businesses will face a one-off bill of up to £2.4bn to comply with its proposed consumer duty rules, with ongoing annual direct costs of up to £176m.
FCA unveils consumer duty 'to drive a fundamental shift in industry mindset'
The Financial Conduct Authority has opened a consultation on the introduction of a consumer duty highlighting its concerns that financial services do not currently always work well for consumers.
Aviva insures autonomous shuttle trial; brokers outscore insurers in CX research finds; Howden buys again; Gallagher completes on Willis deal and PPL updates on next gen platform
Post wraps up the major insurance deals, launches, investments and strategic moves of the week.
Q&A: Nicolas Aubert, formerly WTW GB CEO
Exclusive: Now on gardening leave after almost 18 months of caretaking in his role as Willis Towers Watson GB CEO, Nicolas Aubert speaks to Stephanie Denton about the collapse of the Aon deal, not being chosen to manage the firm and what he achieved…
Interview: Tara Foley, Axa
After a year in the role as CEO of Axa Retail, Tara Foley sat down with Pamela Kokoszka to discuss her impression of the insurance industry, challenges the sector is facing and her plans for Axa’s retail business.
Zurich launches 'industry first' resilient property drive; Alan & Thomas acquires Aquilla; two Lloyd's syndicates approved; and Aviva reports uptick in commitments to net zero target
Post wraps up the major insurance deals, launches, investments and strategic moves of the week.
Spotlight: Electric vehicles – are brokers ready for the EV revolution?
The rapid growth of battery electric vehicles should make personal lines and fleet brokers think carefully about how to adapt to this changing market, with both specialist products and services such as replacement vehicles in the event of a claim…
Video: View from the top: Aviva chief distribution officer Gareth Hemming
In this exclusive interview recorded as part of the Insurance Post Live Annual Conference 2021 we hear from Aviva’s Gareth Hemming as he offers his insight and thoughts on supporting customers and brokers during the pandemic.
Watch Marsh, Axa and Willis discuss how technology can help you keep up with the pace of change expected by today’s insurance customers?
Customer are more demanding and expectant than ever. Fuelled by the increased digitalization of their daily lives, consumers expect products and services that are both tailored to their needs and delivered at speed. And just because they bought something…
Q&A: Genasys co-CEO Andre Symes discusses the fundamental questions for insurance startups in an evolving technology ecosystem
With the changes to the technology ecosystem recently, the possibilities for insurance businesses have grown exponentially. Andre Symes, joint-CEO at Genasys, talks about how startups are using new technologies to pivot their businesses at pace with the…
HDI in London market launch; Marsh teams up with Pedalsure; Zurich UK bolsters healthcare offering and BMS in Tysers swoop
For the record: Post wraps up the major insurance deals, launches, investments and strategic moves of the week.
Axa’s Karl Parr on the claims talent of the future
Karl Parr, claims technical services director at Axa UK, discusses the evolving demands on claims teams and the recruitment, training, skills and experience needed to deliver for customers at their time of need.
Briefing: Who is behind the mask?
Last week I wrote a strongly worded letter to my household emergency provider and a blog on this site detailing the issues I was having.
Digital Bar Quarterly: How will major insurers react to the rise of insurtechs in annual rankings?
With the release of the Altus Digital Bar 2021 results, Altus head of insurtech strategy, Mark McDonald, shares the latest insight from the research.
Rupert Jarron swaps DXC for EIS
EIS has hired Rupert Jarron as managing director for Europe, the Middle East and Africa as it looks to expand across Europe.
Lemonade acquires Metromile; Convex unveils 'multi-million-dollar partnership'; MNK Re launches UK arm and Chaucer in insurtech tie-up
For the record: Post wraps up the major insurance deals, launches, investments and strategic moves of the week.
Updated - Briefing: What is a home emergency
I’m 168 hours into a home emergency. For seven days I have had no hot water and no heating. This is an emergency for me but my provider seems to think otherwise.