Feature
In series - claims management: Keep the customer satisfied
Richard Shanks urges insurers to look at what constitutes excellent service and gives a customer choice, rather than being driven by internal processes and service level agreements that risk only meeting organisational needs.
In series - claims management: Reflecting on feedback
Meeting policyholder expectations can put you one step ahead of your competitors, but to know what your customers want, you'll have to ask them. Sam Barrett finds out to what extent insurance companies integrate customer feedback on claims service.
Claims management: Room for improvement
Getting the claims process right is imperative for brokers and insurers. Sam Barrett looks at what tops the wish list when it comes to partnering with claims management specialists.
Legal update - insurance law reform: Out of pocket
Emma Rice looks at the proposed changes to insurance law, which currently does not recognise an obligation to pay damages over failure to pay claims, and what it could mean for insurers.
Large corporate risks - unbundling: Eggs out of the basket?
Suggesting corporate clients unbundle their broker services certainly sparks debate. Veronica Cowan explores the options and diverse market views.
Claims management: Moment of truth
With the true value of insurance — and the insurer — judged by the customer at the claims moment of truth, Kevin Wood calls for a balanced, transparent approach with partner companies that reflects the total cost of the claim.
Cloud computing: Clouds on the horizon
Cloud computing has become the latest idea to catch the eye in commercial computing. Sam Barrett reports why the insurance industry is carefully assessing the advantages and potential pitfalls.
Rehabilitation - PAS 150: Kitemark conundrum
The lack of an attached kitemark to new rehabilitation code of practice PAS 150 spelled disappointment for some. In the first of two articles on the standard, Lynn Rouse explores the key issue of accreditation.
Evergreen owners pledge commitment to service
QBE insists service levels will be maintained