Customer service
ABI and Biba launch joint code for vulnerable customers
The Association of British Insurers and the British Insurance Brokers' Association have today (11 January) launched a joint code of good practice to help insurers and brokers recognise and help potentially vulnerable motor and home insurance customers.
Blog: The IoT is a marathon, not a sprint, for insurers
Customer propositions and experiences encompassing the Internet of Things are changing the way we live, from health trackers to remote heating controls. Even our white goods are getting smarter: Amazon has teamed up with manufacturers, allowing…
Europe: What the new privacy regulations mean for insurance services providers
It's almost upon us. After an epic journey, the much vaunted overhaul of European data protection rules has arrived, placing a tougher compliance burden not only on insurers, but also on companies that provide services to them.
Insuring Santa - A broker's conversation
Mr S Claus is trying to arrange comprehensive insurance cover regarding his large children's toy manufacturing arm, as well as worldwide freighting. His broker is struggling.
ABI reassures policyholders they will not be affected by SII
UK insurers are well-prepared for the implementation of Solvency II capital rules on 1 January 2016, according to the Association of British Insurers, which has assured policyholders they will not notice any changes under the new scheme.
European Council adopts insurance distribution directive
The European Council today (14 December) adopted a directive establishing new rules on insurance distribution designed to improve consumer protection for insurance products.
Europe: What's driving telematics growth
Alongside North America, Europe so far represents the vast majority of all insurance telematics policies, with Italy and the UK leading the pack.
Insurers shifting towards wholly digital sales process, Accenture finds
More than half of insurers globally expect to have a wholly digital sales process in the next three years, according to research from Accenture.
Blog: Devastation - and determination - a personal account of flooded Kendal
If there is one word to describe what I have seen in Kendal over the last few days, it is devastation. Having lived in the town most of my life, it's heart-breaking to see the usually tidy streets of semi-detached houses with their well-tended gardens…
Broker apologises after Keswick resident faces claims handler 'unaware' of floods
Home Protect says it regrets the manner in which a call from a Keswick resident was handled after a staff member was unaware the area was affected by severe flooding over the weekend.
C-Suite - Broker: From here to eternity
Premium rates will forever go up and down – how can we ensure our margins aren’t compromised?
Trust in Insurance: Blog: How deep is your love?
The aim to make money means customers start with the assumption that insurers will reject claims.
Insurers still struggling with customer loyalty
Customers are least likely to be loyal to their insurers than businesses from any other sector, according to a study by research agency Future Thinking.
Insurance Debate: Scores at half-time
The great Insurance Debate is half way through and already momentum is gathering on both sides.
Insurance debate: Pride is a good thing
If you could choose two phrases to sum up the industry, would they be 'lucrative' and 'cutting edge'?
Expertise from A-Z: Safe as houses
Overseas investment in London has meant high and stable property prices. How can insurers stay in touch in such a competitive arena?
Insurance debate: Allianz believes trust is a top priority
To change public perception, a cultural shift and improved technology are needed, says Stephanie Smith, operations director for Allianz.
Insurance debate: We need to combat customer apathy, says PwC
Jonathan Howe, UK insurance leader at PWC, continues the discussion by wondering whether the industry gives itself enough ‘touch points' with customers and believes it needs to be more innovative.
Insurance debate: Aviva says it's all about the customer
For Lindsey Rix, chief operating officer at Aviva, the key to adding value to insurance is to make insurance products relevant and accessible, by using digital and social technologies to increase customer engagement.
C-suite - Insurer: Earning trust
Trust comes in rational and emotional forms, and there’s a way of winning both from customers
Fairer Finance discusses customer centricity as part of the Insurance Debate
James Daley, managing director of Fairer Finance, gives his view on the importance of customer centricity and wonders why the industry seems so out of sync with the public it serves.
Blog: Corporate travel insurance needs joined-up perspective to mitigate risk
In a climate of growing global volatility, it's no secret that travel risks have increased, nor that the travel market is under unprecedented pressure to mitigate these risks. But what's also becoming apparent is the industry's appetite for answers to…
Legal implications cited by insurers amid complex policy wording criticism
Insurers should be cautious about watering down legal policy wordings to make the documents easier to read, commentators have warned, despite new research showing one-third of policies are written for those with a university-equivalent reading level.
The State of the Insurer Nation: Week Five: Brokers, professionalism and governance
In the final part of a five-part series covering the results of Post’s latest State of the Nation survey, Mairi MacDonald reports how our insurance CEOs view relationships with brokers, professionalism in the sector and the importance of diversity for…