Customer service
View from the top: Accentuate the positive
Simply put, the public doesn't trust insurers. The industry has to improve the way it handles claims to overcome its bad image.
PSTF: Customer advocacy is key in social media age
Insurance companies need to stop chasing the pack when it comes to mobile technology, but do it in a joined-up way and pay more attention to the power of customer advocacy in the social media age.
Interview - Wayne Felton: Building interest
If building firm Mitie's entrance into the insurance repair market had not caused enough stir, the decision of its largest rival, Rok, to enter administration has raised even more interest in Mitie's plans. Leigh Jackson met the firm's property solutions…
PSTF: Senior execs at IT turning point
Jem Eskenazi, chief information officer at Groupama, told delegates the advent of technology in the insurance market was "nothing new", but added senior management are more receptive than ever to embrace technology.
LV consolidates contact centre providers
Communications services provider Azzurri Communications has revealed it has won a contract to provide LV with a new contact centre.
In series - property claims: I'm sticking with you
Insurers have sometimes been criticised for not doing enough to retain existing clients. Sam Barrett investigates how advances in property claims handling are helping to address this cost-efficient issue.
Interview - Ray Cox: True Brit
Brit may have taken its time in naming a new UK CEO, but now Ray Cox is in place he tells Jonathan Swift he is eager to build on his forerunner's legacy.
In series - property claims: Everybody's talking
Word of mouth is still the most effective way to retain or gain market share, argues James Grant and, with the rise of social media, more emphasis should be placed on keeping current customers happy.
Bluefin puts Elite into run-off
Bluefin is putting its Elite underwriting facility for SME business into run-off.
Ecclesiastical outlines plans for London restructure
Ecclesiastical has revealed plans for the reorganisation of its City office.
Aviva launches motor claims Iphone app
Aviva has signalled its intent to embrace the mobile phone market through the launch of its first Iphone application for motor claims.
Cogent appointed by AA and Saga brands
AA and Saga Insurance have appointed Cogent Law to provide legal advice as part of a new range of services for personal lines customers.
In series - Property claims: Wait less programme
Technology has the ability to deliver improvements and increase efficiency in property claims handling. Sam Barrett reports on some of the advances being made and the benefits they can bring.
Comment - Competition commission: Devising the solution
The Competition Commission has delivered its final verdict on the UK payment protection insurance market. Martin Jenns reports on the result, what this means for the sector and how it can move forward.
In series - Property claims: Tracking the changes
Rigorous pricing research can eliminate the risk of overpaying or underpaying property loss claims. Scott Beatty details how data analytic developments are helping insurers to verify rates.
Website Review: Elephant
In the latest in its ongoing series for Post, web performance specialist Gomez casts a critical eye over Elephant's website.
Post Europe: Anticompetitive practices in Ukraine
Insurance companies in Ukraine generate 40% of their profits through bank products, leaving many at the mercy of the banks restrictive accreditation procedures. Oleksander Dyakulych and Mykhailo Pergamenshchyk report on how an investigation by the…
Interview - Andrew Mckee: Planning for the next stage
Having taken over at Lloyd's insurer Mitsui, Andrew McKee talks to Jonathan Swift about his plans to move the company on, a decade after it launched.
Career path & CSR: Customer focus key to Westfield win
Westfield Health has won the north of England business excellence award to place it among the UK's most outstanding businesses.
Motor - uninsured driving: Driving through changes
Imminent implementation of the continuous insurance enforcement scheme will boost the battle against uninsured drivers. But every effort must be made to get law-abiding motorists onside, warns Malcolm Etchells.
In series - Property claims: The price is right
Getting the balance right over rates for property claims is essential. Sam Barrett reports on the measures taken to ensure repairs are carried out at the market rate, keeping both customers and contractors happy.
In series - Property claims: Catalyst for change
Although the current market is challenging, Vernon Davenport claims the opportunities in moving to a more efficient way of working are immense.
Outgoing VFM MD 'will not be replaced'
VFM Services managing director Nick Sugden is set to retire after four years with the company.
Post Intelligence Benchmarking - Commercial Insurers: Waving - or drowning?
Insurance 360's groundbreaking survey of commercial insurers' performance reveals which ones have got their acts together and which ones need to raise their game. Peter Joy reports.