Customer service
Amazon ramping up as the Insurance Store turns one
One year on from the launch of the Amazon Insurance Store, Scott McGee catches up with the world's largest online retailer to discuss progress to date and what the industry can expect going forward.
Why customer satisfaction in general insurance is plummeting
Customer satisfaction in general insurance providers over the last 12 months has plummeted at the fastest rate since 2008, according to the latest Institute of Customer Service report.
Insurers ready for hundreds of Luton Airport fire claims
While the Association of British Insurers has claimed it is “too early” to estimate the insured cost of a fire at London Luton Airport. LV, Ageas and Aviva have confirmed how they will be handling motor insurance claims caused by the blaze.
View from the top: Hiscox’s Fiona Mayo on why more technology shouldn’t mean less humanity
Fiona Mayo, Hiscox marketing director, says that increasing automation all too often results in treating humans like numbers.
LMA launches ESG Academy; Brown & Brown's latest deal; MS Amlin appoints CFO
Friday Round-Up: Insurance Post wraps up the major insurance deals, launches, investments and strategic moves of the week.
Markerstudy to use tough PL market to fuel further growth
Following its merger with Atlanta Group, Markerstudy Group said the current squeeze of the personal lines market, and the added pressure of more strict regulation, presents an opportunity to grow the business further both organically and through…
Trade Voice: Cila’s Marc Sweeney on navigating the evolving landscape
Marc Sweeney, president of the Chartered Institute of Loss Adjusters and director at Davies, says the professional body has a critical role to play in helping its members navigate challenges.
Aston Lark’s latest acquisition; World Nomads’ travel product partnership; and Lloyd’s unveils Women’s Cricket Team
Friday Round-Up: Insurance Post wraps up the major insurance deals, launches, investments and strategic moves of the week.
How insurers are tentatively embracing AI
Analysis: Frances Stebbing explores how insurers are using generative AI, while recognising the risks and preparing for the incoming regulation for this type of technology.
Why claims don't get better with age
Bill Brower, vice president of industry relations at Solera, explains why touchless claims could prevent the collateral damage caused by a claim failing to be quickly attended to.
How usage-based insurance is gamifying driving
Alex Hamilton examines how usage-based insurance, artificial intelligence and insurtech partnerships are transforming the sector, gamifying experiences and encouraging better habits.
View from the top: Markerstudy's Fox on creating customer-centric insurers
Amanda Fox, chief customer officer at Markerstudy, outlines the key considerations for insurance businesses pursuing a truly customer-centric approach.
Q&A: John Milliken, Defaqto
John Milliken, chief executive of Defaqto, explains how insurers are using the agency’s product database to ensure their products are Consumer Duty compliant and reveals plans for new ratings.
Ardonagh’s hat trick of purchases; Hiscox and IS2 partner; Howden sponsors the Lions
Friday Round-Up: Insurance Post wraps up the major insurance deals, launches, investments and strategic moves of the week.
Government grills FCA on broker commission
Sheldon Mills, executive director for consumers and competition at the Financial Conduct Authority, conceded the regulator needs to “be tougher on brokers” after Dame Angela Eagle slammed them for “ripping off leaseholders”.
Former colleagues heap praise on BIA Achievement winner Amanda Blanc
This year’s British Insurance Awards achievement winner Amanda Blanc has been described as an "outstanding strategy executor," "principled," and "the best boss I ever had," by those who know her best.
Allianz, LV and Zurich to discuss speeding up fraud detection in Insurance Post webinar
Whilst some insurance fraudsters are getting smarter at using modern technologies to embellish their false insurance claims; other more opportunistic policyholders are being driven to seek illicit gains as the cost-of-living crunch means money is tighter…
It’s insurtech Jim, but not as we know it - Lemonade’s PRA authorisation shows intent
Content director's view: Jonathan Swift looks at Lemonade's landmark PRA authorisation and two second claim record and contemplates whether the once start-ups trek to the mainstream is entering the final frontier.
Shortlist revealed for 2023 Claims & Fraud Awards
Today we can reveal the shortlist for the 2023 Insurance Post Claims & Fraud Awards.
Watch Zurich, Allianz, Markel, Guidewire and SS&C discuss claims inflation
The industry is facing the brunt of rising inflation across most lines of insurance as carriers see claims expenses mounting.
Blog: Why it is still good to talk to insurance customers
Sat Sanghera, CEO of IP Integration, considers how insurers have been behind the curve when it comes to customer contact technology and examines how it is still good to talk.
Rise of the AI insurers
David Worsfold examines can how artificial intelligence can be used to reimagine the insurance experience for customers, transforming it from a transactional, reactive model to a proactive, more personalised one.
Building loyalty in times of crisis: How insurers can foster long-term customer relationships
As the cost-of-living crisis persists, customers reduce insurance coverage, yet premiums are rising. In the inaugural segment of this three-part series, Insurance Post and PayPal collaborate to examine how insurers can retain customers during economic…
CII professional standards director exits
Melissa Collett is exiting her role as executive director for professional standards at the Chartered Insurance Institute at the end of this month.