Customer service
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
High-net-worth fraud: A real rarity?
Many believe fraud in the high-net-worth market is rare. Is this the case, or are insurers just remaining tight-lipped about the problem?
RSA's Hayley Robinson on speaking customers' language
Insurers involved in tenders know that they need to differentiate themselves from the competition by demonstrating superb service. And delivering a joined-up, seamless proposition takes a lot of coordination.
Over-50s: Targeting a mature market
For insurers, targeting the over-50s market would appear to be a no-brainer, not least because there are so many of them.
Blog: Buying a business for the long term
If you were a shopkeeper, how well disposed would you feel towards the person who came in every day and tried to beat you down on your prices? Or if your boss concerned himself with lining his pockets and never gave a thought to your wages or wellbeing,…
Quarter of LGBT community think insurers do not care about them
Almost a quarter of the LGBT community believe that insurers do not care about them.
Over half of traditional firms are developing in-house fintech capabilities
Global businesses now consider the investment in fintech as their highest priority and a necessity for development and market competition, a survey has found.