Customer service
C-Suite: Insurer - Forever friends
Every customer wants to feel their insurer is doing right by them.
Consumer group calls for fines for unsimplified policy documents
A third of insurance policies are written at a university-equivalent reading level, making them inaccessible to large portions of the population, according to research by consumer group Fairer Finance.
Blog: What the Data & Tech Awards entries reveal about the state of the insurance sector
I was thrilled to be invited by Post to help judge the Data, Analytics and Technology Awards for Insurance 2015. The process provided a welcome opportunity to broadly assess how the insurance has adopted new technology and to review a number of best-in…
Long road to digital success for insurers, Accenture survey finds
Improving customers’ experience is a top priority for insurers but most are failing to stand out from the crowd online, according to a survey of industry leaders.
Editor's comment: Man on the moon
This week John Lewis released its Christmas advertisement – the Man on the Moon – causing even the most stiff-upper-lipped Brit to shed a tear.
Vulnerable customers code gains industry backing despite commercial concerns
The joint code of conduct for vulnerable customers established by the Association of British Insurers and the British Insurance Brokers' Association has been broadly welcomed by the industry, despite concerns about the commercial viability of serving…
Blog: Don't let your clients get burned this Bonfire Night
On Guy Fawkes Night this evening, fireworks and bonfires will bring the family together, creating an enjoyable atmosphere for children and adults alike. However, there is one other thing we need to remember, remember this 5th of November, and that's to…
Blog: How insurers can harness 'Big Data'
The amount of data out there is astronomical, with as many digital bits as there are stars in our universe - and it's rapidly expanding.
Trust in Insurance: Blog: The admin fee rip-off
The regulator needs to get involved to enforce a blanket ban on unfair extras.
Claims service and innovation key for HNW firms in over-crowded market
High-net-worth insurers must prioritise claims service levels and product innovation if they are to maintain a foothold in an increasingly over-populated market, according to broking and claims experts.
Customers most likely to pick and choose on insurance
Insurance products have topped the list when it comes to consumers shopping around; beating mortgages, phone contracts and energy suppliers according to an ABI survey.
FCA proposes changes to improve communication
The Financial Conduct Authority has launched a consultation about how the financial services sector can improve communication with customers.
Household Insurance: In household insurance we trust?
What are the top issues that customers face with household insurance? Post has asked a panel of consumer champions what they think the main problems are – and then asked insurers what they are doing about it. This is part of our Trust Insurance campaign,…
Zurich looking at new look loss adjusting panel following review
Regulation and consolidation driving insurers’ decision-making process
Loyalty Schemes: Building loyalty
Rewarding valued customers could lead to increased satisfaction and boost retention rates.
Bupa unveils self-referral cancer service
Bupa UK has launched a new self-referral service for breast and bowel cancer sufferers.
Legal Update: Time is money
Under the new Enterprise Bill, insurers could be hit hard if they don’t pay claims in time
Blog: How to prepare for the Insurance Act's duty of disclosure
Among the many impacts the Insurance Act 2015 will have on insurers, brokers and insured parties alike is the duty of disclosure. The inherent question is: if a material change is in the public domain, does this mean an insurer is deemed to know about it?
Consultation on inadequate and under insurance launched by IBSC
Members of the Insurance Brokers’ Standards Council have been issued with a consultation paper asking what the role of the broker is in dealing with inadequate and under insurance.
Blog: Insurers and the late payment of claims provisions of the Enterprise Bill
The Enterprise Bill 2015 provisions on late payment of claims have caused some disquiet within the insurance industry, although they should merely reinforce good practice.
Financial services sector ‘most frustrating' for customer service
Nearly a quarter of UK consumers have ranked the financial services sector as the most frustrating in terms of customer service.
Blog: How do customers really view their insurance claims process?
Consumers these days have a huge number of valuable possessions that they want insured, and they have a wide number of insurers to choose from.
Tech blog: no prize for second place in the digital race
The race to be the leading digital insurer is well under way but recent research suggests existing general insurers are at risk of losing customers amid demand for smartphone interaction with new entrants better positioned to gain the advantage.
Consumer panel urges FCA to establish company rating system
The Financial Services Consumer Panel has called for the Financial Conduct Authority to establish a rating system to help the public determine which financial services firms are likely to treat them well.