Customer service
Ageas CEO reveals plan to become top three personal lines player
Ant Middle, CEO of Ageas UK, has revealed how he intends to turn the provider into a top three personal lines player and shared whether he will buy another rival to achieve that goal.
Housing shortages force insurers to think creatively
View from the Top: Megan Dunford, head of large and complex property claims at Zurich, discusses the growing challenges in sourcing alternative accommodation for displaced customers amid rising costs and supply shortages.
Mapfre Re x CyberCube; Specialist Risk Group buys broker; Hiscox’s chief auditor
Friday Round-Up: Insurance Post wraps up the major insurance deals, launches, investments and strategic moves of the week.
What makes pet insurance customers happy revealed
Admiral and Agria have the greatest proportion of extremely or fairly satisfied pet insurance customers, according to the latest research by Fairer Finance.
Aviva expects mid-2025 completion on DLG deal
As Aviva announces a 57% increase in operating profit for UK & Ireland general insurance, it has given a rough timeline of when it expects to complete the Direct Line Group deal.
Q&A: Nick Kelsall, Marshmallow
Marshmallow’s claims director, Nick Kelsall, sits down with Insurance Post to talk about his move from Allianz, his lookout for talent while growing 'a claims team for the future', and what the company is planning regarding fraud in 2025.
Spotlight: Do insurers dream of electric fleets?
Time is running out for insurers to seize the initiative in support of electric vehicles and zero-emission motoring, says James Roberts, head of insurance sales at Europcar.
Big Interview: Freddy Macnamara, Cuvva
Freddy Macnamara, Cuvva CEO and founder, explores with Damisola Sulaiman how the insurtech’s app has been key to its direct customer acquisition and why price comparison sites may soon be a thing of the past.
Video Q&A: Europcar head of insurance sales James Roberts
In the latest Insurance Post video, Europcar head of insurance sales James Roberts addresses the key trends that will shape the automotive and motor insurance sectors in 2025 and beyond.
Digitalise and conquer: Mastering insurance modernisation strategies
In today’s rapidly evolving insurance landscape, digitalisation is no longer optional – it’s imperative. Insurers are grappling with the challenges posed by inflexible legacy systems, heightened customer expectations, and stringent compliance demands.
Pet insurance premiums stabilise in Q4
Pet insurance premiums stabilised in December 2024, following a year of fluctuating pricing trends, the latest Pearson Ham Group data has shown.
Which? argues insurers aren’t meeting Consumer Duty requirements
Which? is calling for the Financial Conduct Authority to crack down on bad practices from insurers, following research revealing the struggles people face when choosing insurance policies.
DLG launches scheme to raise vehicle repair standards
Direct Line Group has launched a Vehicle Damage Assessor accreditation programme, recognised by the Institute of the Motor Industry.
Hastings sends customers refund email ‘in error’
Hastings Direct has sent out an email to various customers claiming they are due a refund, but has since admitted it was sent out “in error”.
ManyPets confirms redundancies as co-founder exits
ManyPets has confirmed to Insurance Post it has made some compulsory redundancies as part of its transformation project.
Why more insurers should support vulnerability database
Martyn Mathews, managing director of SSP Broker, urges insurers to support the Vulnerability Registration Service, which enables consumers to confirm they are vulnerable allowing providers to ensure they are treated appropriately.
MGAs Review of the Year 2025
An MGA chief would like Sir Bob Geldof to teach the industry a thing or two about social responsibility in 2025, and leaders are confident that while the hard market was punishing for a time in 2024, next year the sector is well-positioned to lead…
Insurers Review of the Year 2024
Insurers share their highlights of 2024 and hopes for more economic stability, less regulatory tinkering and fewer storms in 2025.
Broker Review of the Year 2024
Brokers were pleased with M&A activity in 2024 but ticked off by disproportionate regulation, capacity exiting the market and artificial intelligence failing to live up to expectations.
Claims and Legal Review of Year Review 2024
Looking back at 2024, claims, adjusting and legal firm chiefs share how their organisations handled claims arising from named winter storms, worked towards becoming carbon net zero, the impact of claims costs starting to stabilise and why some found…
Big Interview: Neil Gibson, Sedgwick
Neil Gibson, CEO of Sedgwick UK, reflects on his first year in the top job and shares his plans to grow Sedgwick in the UK by winning the sector’s war for talent and focussing on customer service outcomes.
Insurtech Review of the Year 2024
2024 was a busy year for insurtechs as insurers looked to make the most of artificial intelligence plus data analytics, but sector leaders reckon the industry will push the boundaries of digital transformation even further in 2025.
Motor insurers with most satisfied customers revealed
NFU Mutual, Halifax, LV, Saga, and Direct Line have the most satisfied car insurance customers, according to Fairer Finance’s latest consumer survey, which also reveals an increase in premiums means fewer motorists are happy with their provider today…
Big Interview: Steve Hardy, Policy Expert
Steve Hardy, CEO of Policy Expert, talks to Tom Luckham about the firm’s plans for expansion, addresses claims concerns, and reveals what American musician Iggy Pop is really like.