Customer service
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.
Ofcom fines Ageas Retail £10 000
Ageas Retail has been fined £10 000 by Ofcom for making abandoned phone calls to consumers.
C-Suite – Insurer: Still scope to improve
The pressure is on for insurers to innovate and adapt to provide a relevant service to customers
Blog: Customer service lessons from the happiest place on earth
Katie Marriner sums up her experiences at this year's annual Applied Net conference at Disney World Orlando
Investing for the long-term
Can taking a long-term viewpoint on business planning set you apart from the competition? Davies Group's Darren Coombes thinks so
Interview: Neil Brettell: High five
Allianz retail general manager Neil Brettell tells Post of his clear vision for the business – to be a top-five UK player in five years
Customer satisfaction index ranks LV as best performing insurer
LV and Saga Insurance were the insurance industry’s sole representatives in the top 50 organisations listed in the Institute of Customer Service’s UK customer satisfaction index.
Your say: Efficiency not earth-shattering
I read with interest the article 'Insurers recognise need for efficiency'.
ABI seeking better clarity for customers on renewals
The Association of British Insurers is asking the Financial Conduct Authority to regulate on a minimum standard of information for companies to give customers when renewing their motor or home insurance policy.
Interview: David Robinson: Giving the people what they want
David Robinson tells Post how listening to customer demand has been the driving force behind his strategy since taking over as Ace regional president for UK and Ireland
C-Suite - Insurer: Joining the rating game
Customers want insurers to publish rating information before purchasing
Ageas’s ‘fresh and innovative approach’ rewards collaborative and flexible firms
Larger firms refute suggestions their scale adversely affects customer service
Beyond price: What engaged customers won’t do for money
Helen Murray, Chief Customer Solutions Officer at Webhelp UK, argues customer engagement is key to turning insurance from a commodity into a valued service
C-Suite - Insurer: Aiming for happy customers
Customers must be the most important element of an insurer’s business
Insurers should adopt online retailing mentality, says KPMG
UK insurance customer experience is improving but insurers need to focus on personal interaction with customers, digital channels and adopting a retailing mentality, a new report by KPMG has claimed.
Fall in general insurance complaints to FOS linked to FCA investigations
Motor remains most-complained-about class of business
BIBA: Conference Speakers: Amanda Blanc and Kevin Hancock
This year’s British Insurance Broker’s Association conference, held in Manchester on 13 to 15 May, will see more than 5000 attendees descend on Manchester. We caught up with some of the speakers to find out a bit more about them and what they thought…
BIBA: Conference Speakers: Jo Moran and Andrew McMillan
This year’s British Insurance Broker’s Association conference, held in Manchester on 13 to 15 May, will see more than 5000 attendees descend on Manchester. We caught up with some of the speakers to find out a bit more about them and what they thought…
C-Suite - Broker: The best outcome is within reach
There has been much debate recently about customer outcomes and the Financial Conduct Authority has made it clear that achieving good customer outcomes should be one of the primary aims of the insurance market.
C-Suite - Insurer: Insurers must be all ears
Customers say they want to feel they are being listened to during the claims process – we must take heed
Editor's comment: Time to walk the walk on service
If I had a pound for every time I heard the phrase ‘the customer is key’ or we are putting the customer at the ‘heart of the process’, I would be less worried about paying into my son’s college fund.
Increased regulation is no excuse for service decline, brokers tell insurers
Survey shows insurers and brokers disagree over reason for customer service drop