Customer service
Blog: How many men does it take to fix a kitchen? Part 2
The latest installment in Post editor Stephanie Denton's leaky kitchen saga is here - and things are not looking good...
Blog: How many men does it take to fix a kitchen? Part 1
The latest installment in Post editor Stephanie Denton's leaky kitchen saga is here - and things are not looking good...
Australia: Redefining advice
Insurers and brokers down under are at odds over how best to redefine regulatory advice definitions in the wake of a major report that says the industry needs to do more to help consumers get the right level of home cover.
Blog: On the tenth anniversary of Insurance Mediation Directive
On 15 January 2015 the Insurance Mediation Directive will be 10 years old. So how have things changed since?
Digital Distribution Strategies: Walking with dinosaurs?
The challenges insurers face as customers embrace the ‘omnichannel experience’ are enormous. How can they move from a disconnected multichannel approach to a genuinely integrated service before they face extinction?
Digital Insurance Strategies: Q&A: Ian Hood: Harnessing digital potential
Ian Hood, chief digital officer at RSA, discusses the future for the digital landscape, how the insurance industry is adapting to changes in technology and the explosion in the use of social media
Most operational losses stem from customer service and policy admin, states report
Customer service and policy administration is the business area where the majority of operational losses were reported by insurance companies over the first half of 2014, according to Oric International.
Roundtable: Customer retention: How to use data to keep hold of customers
Can the way data is used and analysed in the insurance industry pave the way to customer loyalty?
C-Suite - Insurer: Delivery... not just for Christmas
Action is key to provide good value and communication for customers
Blog: I believe in fairies but not insurance
When Post editor Stephanie Denton had her first experience of making a claim, her faith in the insurance industry was left more than a little shaky...
Blog: Adding value through data
Historically, many businesses have looked to customer data to help build customer insight and shape their marketing activity
Digital Insurance and Technology Awards 2014: Winners Revealed
Post’s Digital Insurance and Technology Awards took place last night at the Royal Garden Hotel in London. The event recognised the increasing role that technology plays in enabling those in the insurance industry to streamline their processes, innovate,…
Axa launches 14 guides to boost claims transparency
Axa Commercial Lines and Personal Intermediary has launched its claims transparency initiative, called Making Claims Clear.
Legal Update: The countdown to change
Alex Traill explores the ramifications of the incoming Insurance Bill for brokers
Blog: Rebuilding trust through technology
BT's Mark Jopling says video conferencing is the way for insurers to build consumer trust
UK insurance industry ranks lowest in Europe for customer trust, finds EY
Consumer trust in insurance providers was lower in the UK than any other European country and 50% below the global average, according to research from EY.
Blog: State of the Broking Nation Findings, Week 4
LV's Kevan Aubrey looks at the issues raised by this week's State of the Broking Nation research, which canvassed broker opinion on digitalisation
State of the Broking Nation: Viewing the state of the nation
The views held by brokers interviewed for The State of the Broking Nation have challenged some long-held opinions, with both positives and negatives for insurers to draw from the responses given – and relationships in the sector strongly emphasised as…
Blog: State of the Broking Nation Findings, Week 2
Michael Lawrence of LV takes a look at the findings from this week's State of the Broking Nation research, which looked at commission and politics
C-Suite - Broker: Look on the bright side of motor
“More pain predicted’, ‘Motor sector faces fresh scrutiny’, ‘Not seeing sustained recovery’... A quick search for motor insurance stories on the internet is far from cheerful reading.
Research: State of the Broking Nation Part 1: Insurers
A warts-and-all qualitative view from the broking market
Editor's comment: Restore trust before it’s too late
Trust is an important part of any relationship, be it with a life partner, a friend, a shop or a service provider.
‘Wake-up call’ PWC survey reveals extent of customer distrust
Insurers admit industry must do more to improve sector’s service and image
Less than a third of customers trust insurance providers, finds PWC research
Less than a third of customers trust insurance providers, according to research from PWC, leading to the sector being ranked lower than retail banks and financial advisers.