Customer service
Improving Underwriting: The extra mile
The use of geographic intelligence can improve the understanding of risk in the motor insurance space.
Claims Club: Firm leaders face battle to regain confidence of their staff
Insurance firms must tackle a decline in trust among customer-facing staff in senior management if they are to reap the rewards of consumer satisfaction.
Customer Satisfaction: Thumbs Down
Why are consumers reporting poor satisfaction levels in their customer experiences with insurers?
Your say: When going out works best
Post’s feature on outsourcing raised some interesting points about how brands measure their outsourcing providers against performance standards and service-level agreements.
View from the Top: Steer clear of the C-word
Client retention can be improved by avoiding complacency and treating renewals like new business.
In Series: Outsourcing - Quality control
How can insurers ensure their brand identity and customer service expectations are maintained by outsourced providers?
Customer retention: Rewarding loyalty
Insurers spend vast amounts on acquiring new customers, but customer churn remains high. Should they be doing more to retain existing policyholders instead?
Online exclusive: Easing the customer journey
Which companies provide the best customer experience for motor and home insurance buyers? Global Reviews reveals all in its quarterly benchmarking report.
In Series: Outsourcing - Can't someone else do it?
Outsourcing administration can ease the pressure on staff, allowing them to focus on the jobs they were hired to do.
MIB gives Hemani full-time customer services role
The Motor Insurers' Bureau has handed the role of head of customer services to Mohammed Hemani on a full-time basis.
Telematics: Revolution on the roads?
Telematics has finally arrived, and most insurers and large brokers announced pilots or launches this year. Yet insurers are still only dipping their toes in the water.
Your Say: Difficult to achieve exclusivity
I read the recent news story (Imperial challenges "underhand" practices) with interest as we are one of the (but not a direct) competitors to Imperial.
View from the Top: Mind the credibility gap
Insurers must live up to their advertising slogans or risk leaving the general public even more disillusioned, says Annabel Venner.
Website review: Echoice
RSA car insurance site is among the poorest-performing across the board.
Sterling boosts number of CII qualified staff
A year after being awarded Chartered Insurer status, Sterling Insurance said that it is committed to supporting staff in obtaining CII qualifications.
Lyons Davidson tops list for Legal Ombudsman intervention
The Legal Ombudsman has filed 10 decisions on law firm Lyons Davidson since April after receiving complaints from clients.
Questgates wins customer service gong
Questgates claims to be the first UK loss adjuster to win an award for customer service from Investor in Customers, which assesses customer experiences and satisfaction levels across all industries.
Incentive schemes: where do the real issues lie?
On Wednesday, the Financial Services Authority published the results of a review into risks faced by customers from financial incentives, and found that bonus-based schemes increase the risk of mis-selling. With a consultation on the issue launched …
Arag recruits broker account handler
Arag has appointed Chris French as broker account handler.
Crawford boosts call centre services in Asia
Crawford & Company has entered into a joint venture with Call Centre Services to provide 24-hour access to an expanded call centre in a bid to respond to client needs in Asia-Pacific.
Chinese insurance complaints up 127% in 2012
The China Insurance Regulatory Commission received 6 176 complaints from insurance customers in the first half of 2012, up 127.23% compared to the same time in 2011.
Insurers told to improve online user experience or risk losing customers
Home and motor insurers have been accused of potentially ruining opportunities to acquire new customers by providing a poor online user experience, following research conducted by online customer experience insights firm Global Reviews.
Online exclusive: Using insurance analytics to retain customers
The global insurance industry is good at using data to manage risk, but will it wake up to the use of analytics to retain customers? Mindtree co-founder Scott Staples explains.
Claims Awards 2012 shortlist announced
Insurers RSA and Sterling lead the way in nominations for the 2012 Claims Awards with three each.