Customer service
Editor's comment: Customer conundrum
Cuddly toy or cold hard cash? That appears to be the latest dilemma facing the insurance-buying public.
News analysis - Aggregators: The challenge of converting quotes
In the 10th quarterly price comparison watch, Tom Cooper finds no slowdown in quote volumes but converting them into sales represents a growing challenge.
Post Europe – Aggregators: Passport to Europe
With the aggregator concept set to spread across the Channel, Jane Bernstein asks is Europe ready for it?
Aggregators: Passport to Europe
With the aggregator concept set to spread across the Channel, Jane Bernstein asks is Europe ready for it?
ABI biennial conference: Insurers urged to find ways to interact with customers
Insurers must find ways of addressing their lack of direct contact with personal lines customers if they are to improve loyalty and service.
Technology in the international private medical insurance market
Tim Mutton looks at the role of technology in the international private medical insurance market.
Exclusive technology content now available
Insurance Insight looks at the role of technology in the international private medical insurance market; and a View from the Top examines the perils facing companies if they choose to ignore social media in their product recall plans.
Technology in the international private medical insurance market
Tim Mutton looks at the role of technology in the international private medical insurance market.
View from the top: The pace of change
Twenty years ago the world wide web was in its infancy. E-mail, if it was used in the insurance industry, was limited and contained within organisations. Letters and faxes dominated. We may have had second generation mobile phones but the first UK text…
Duty of care ruling overturned by appeals court
Surveyors and their insurers can "breathe a huge sigh of relief" according to lawyers, after the appeal court limited the duty of care owed to buy-to-let property investors.
Customer service: Employee engagement key to improved results
Improving employee engagement can positively impact the customer experience, according to Jo Causon, chief executive at the Institute of Customer Services.
Customer service: Process improvements can provide 30% to 50% cost reductions
Businesses can be much more "intuitive to change" by improving their process management, rather than just focusing on workflow.
Customer service: Customer service at risk due to desire to reduce overheads
Companies need to be alert to the danger of compromising customer service in their attempts to reduce overheads, warned David Tryon, director of client management at DST Global Solutions.
Customer service: Social media highlights customer expectations
The spread of social media as a means for consumers to voice opinions on how businesses treat them is driving the need for boardrooms to take their customers' views and expectations more seriously.
Customer service: Brand no longer a guarantee of standards
It is becoming harder for companies to rely on the strength of their brand to prove their service credentials, according to speakers at the breakfast briefing.
Giles wins two stars in customer service assessment
Giles Insurance Brokers has been awarded an 'outstanding' two-star rating in its first independent assessment on customer service.
View from the top: Trust is our bedrock
Last month, I attended the funeral of a good friend, Damien Doran, who worked for Perkins Slade, a great broking firm in Birmingham. Damien was the best of our industry. A man you could rely on to do the right thing for his clients, respected by everyone…
PSTF: Key to improved customer service held by technology chiefs
Chief information officers and chief technology officers are poised to become the real heroes in the drive to provide customers with the products and services they desire from insurers.
PSTF: Multi-channel business driven by customer empowerment
Insurers need to get out of the "multiple channel" mindset as their customers become more empowered, according to Richard Burdge, chief marketing officer at Thunderhead.
View from the top: Together we're stronger
It's always good to reflect back on the Biba conference, given how quickly it goes when you're there.
Career development & CSR: Bluefin wins regional apprenticeship award
Bluefin Insurance Services has fought off stiff competition, including underground maintenance firm Tube Lines and engineering specialist Babcock International Group, to be crowned large employer of the year in the London regional final of the…
Damage management - Surge: Surging ahead
Recent surge events have shown insurers are getting better at coping with large numbers of claims but there is still room for improvement. Sam Barrett finds out what could make a crucial difference the next time an extreme event occurs.
Career development & CSR: First six BGL apprentices win full-time jobs at Fusion's contact centre
The first six young people to win places on an apprenticeship scheme launched last year by BGL have secured full-time jobs at its Sunderland-based Fusion contact centre.
View from the top: positive mental attitude
I believe that commercial organisations of all shapes and sizes can learn a lot from the way athletes continually look to improve their performance in the quest to outperform the competition.