Customer service
Customers only reading 15% of their insurance documents, research finds
A typical insurance product comes with more words of explanation than Shakespeare’s Romeo and Juliet, and is written in a language only a PhD student can easily understand, research has revealed.
Travel: Navigating the exclusions
Travel insurance policies come with exclusions that can have huge consequences on your financial and personal life.
Broker: The cross-selling opportunity
It is a commonly expressed view that the general insurance community isn't sufficiently capitalising on existing client relationships to cross-sell further products, and that it lags well behind the major banks and online retailers in this respect.
BIA 2016: Communication – customer care, brand management and CSR
Customer Care; Brand Management; Business Sustainability/Corporate Social Responsibility Initiative of the Year
Digital: Using social media to engage customers
It has finally clicked with insurers that they need to engage with customers on social media, as it can help attract new business and build trust.
Blog: Terms and conditions - embrace change before it's forced
Insurers should simplify their terms and conditions now, as a way of reducing costs and enhancing consumer trust
Roundtable: What will insurers of the future look like?
One of the big challenges the insurance industry faces is adapting to the increasing use of technology. Post, together with the Chartered Insurance Institute, took a look at what the future of the industry might look like
Blog: Subsidence, the forgotten peril
The year 1976 saw the first surge of subsidence insurance claims. Four decades later, why is subsidence the forgotten peril?
Blog: Five steps to accelerate insurance product innovation
Insurers should look at introducing innovative products through digital channels. But much of this opportunity for added value and competitive advantage remains unexploited.
Consumers call on insurance providers to simplify digital self-service
Consumers want insurance providers to make digital self-service easier, research from BT and Avaya has revealed.
Mutuals: Mutual attraction
Mutuals in the general insurance market are causing their publicly owned rivals to sit up and take notice
LGBT Cover: Over the rainbow
Pride in London Parade takes place on Saturday 25 June and this year's theme is #nofilter, encouraging lesbian, gay, bisexual and transgender people to stop self-censoring and live their life as they are. To insure these customers as they are, do…
Mobile experience with insurance providers worse than any other sector
The mobile experience with insurance providers leave customers less satisfied than with any other type of company, a global survey has found.
Digital Insurance World Blog: Taking your customer experience online
While insurers and brokers have successfully adapted to disruption in the past, there is now a digital revolution, where fundamental technology innovations such as the Internet of Things and big data are having a radical and rapid effect on the way we…
Digital: Gamification: Playing games
In the war for consumer attention, games could be a way to win over hearts and minds, and – most importantly – the customer’s time
Video: Digital Insurance Collective - The value of design thinking
Post's Digital Insurance Collective tried to #WakeUpInsurance with a session on design thinking.
Webinar live today at 11:00am: Digitalising and personalising the insurance customer journey
Insurance customers' expectations are evolving rapidly. Those firms that operate in the insurance space are now in direct competition with pure digital retailers, such as Amazon,and super brands like Apple when it comes to how they interact with, engage…
Blog: Every click you make
The Insurance Fraud Bureau plays an important role as the central hub for sharing insurance fraud data and intelligence. However, there are new technologies that can help insurers detect during the online quotation process behaviours that may be…
Blog: Five ways telematics will change insurance by 2025
Insurance telematics has come on leaps and bounds from the rudimentary fleet tracking devices first seen in the market. It’s now becoming ever easier for drivers to qualify themselves for more appropriately priced premiums. However, a look ahead to the…
Blog: Why strong IT infrastructure is essential for digital transformation
The digital revolution has arrived in all industries - and insurance is no exception. In today's competitive market, firms need to recognise and understand that as digital technology continues to transform the economy, years of experience in the industry…
Research editor's comment: Why we're the know-it-alls
Not that long ago I was involved in a discussion about the future of the modern world and was rather astounded to hear myself speak knowledgeably on the various aspects of the topic, compared with the other participants.
Blog: Digital initiatives shouldn't always start with the customer
While attempts to modernise customer-facing technology is laudable, if back-office functions have not been updated it can counterproductive
Outsourcing: Shaping up to demonstrate customer focus
Service providers and insurers are sharpening up their outsourcing practices to bring them into line with tough new regulatory demands outlined by the Financial Conduct Authority a year ago.