Customer service
Comment - Brokers & claims: Claims expertise - the future of broking?
2011 is shaping up to be tough for brokers. John Greenway argues claims expertise is an area ripe for differentiation and the best way to solidify client relationships.
Damage management - Winter freeze: Preparing for problems in the frozen pipeline
With property claims surging due to the recent cold snap, Rachel Gordon looks into the specific challenges thrown up by freezing conditions for those tasked with managing the damage.
Postbox: Customer communication key
I read with interest the recent interview with Imran Ahmed and Tony Sault providing insight into a consumer’s perspective of a motor claim and agree with the findings that demonstrate a “notable difference in satisfaction levels” between groups of…
View from the top: 2011: a case of déjà vu?
I have started 2011 with a strong sense of déjà vu as my colleagues in our claims teams deal with our customers' problems arising from the recent extreme weather conditions. I recall that January 2010 was much the same following another spell of bad…
Career development & CSR news: Groupama launches PMI customer service academy
Groupama Healthcare has launched a customer service academy aimed at improving employees' skills and widening opportunities for career progression.
Comment - Innovation: Singing the same songs?
The music industry has been revolutionised by technological advances. Tim Grant reflects on whether insurers can learn from how this transformation has been driven.
Interview - Imran Ahmed & Tony Sault: Advocacy assessed
With profitability in the motor insurance sector under increased pressure, Ernst & Young carried out a Europe-wide study to determine whether consumer claims experiences impact brand loyalty and what good service looks like. Jonathan Swift talks to Imran…
Poor claims delivery hits our integrity, say brokers
Brokers have raised concerns that insurers' willingness to pay claims has deteriorated in the last two years, with southwest broker Higos considering blacklisting insurers that undermine its integrity with clients by not paying claims.
E&Y finds young claimants less likely to stay with insurers
Younger policyholders are less likely to stay with an insurer than older ones, regardless of their claims experience, a new pan-European survey has found.
View from the top: Looking under the bonnet
Do you need to know how a Formula One engine works to appreciate the speed of the car? It is an interesting question — does understanding the minutiae of the mechanics make you appreciate the race more?
Biba outlines 2011 manifesto
Regulation will top the agenda in 2011, as the British Insurance Brokers' Association prepares its annual manifesto for the new year.
View from the top: Staying ahead of the game
So, business plans have been approved and/or amended and 2011 looms ever closer. In today's market there is at least one certainty: it will be just as challenging to produce an underwriting profit next year as it has been in 2010.
Insurance landscape - Household past: Stiff competition
A perception exists that household claims lag behind motor claims in terms of innovation and new entrants are challenging the traditional loss adjusting model. Stephanie Denton examines the impact of this on the market.
Interview - Tim Oliver: The capacity for flux
Incoming president of the Forum of Insurance Lawyers Tim Oliver tells Mairi MacDonald how the organisation plans to adapt to a changing legal environment over the coming 12 months.
LAS guarantees site visit survey within 48 hours
LAS is set to provide clients with a guaranteed 48-hour site visit across all its surveying and validation services.
Law firms must become user-friendly claims Parabis boss
Law firms will have to become more user-friendly following the implementation of major legal reforms, according to Tim Oliver, chief executive of Parabis Group and incoming president of the Forum of Insurance Lawyers.
Claims supplement - Where next for claims?: Fully equipped
Ajoy Menon and Renuka Sridhar look at the changing face of claims management and the tough decisions that need to be taken.
Claims supplement: The faces of the new revolution
Claims are often said to be the shop window of the insurance industry, but with many firms stuck with legacy issues do new entrants have the greatest advantage when it comes to innovation. Stephanie Denton approached firms across four distinct sectors —…
Claims supplement - Customer experiences: The results are in
The members of Which?'s online community recently rated their claims experiences with both car and home insurers. Dan Moore reveals the findings of the survey.
Software firm launches London claims system
Claims management software firm Fineos Corporation has confirmed the launch of an ‘out of the box’ claims management system specifically designed in consultation with the market.
Personal injury - Culture change: Care, not cash
A perceptual shift must occur within the industry as well as across the public and the legal profession to replace cash in personal injury claims with care, argues Andrew Pemberton. Without it, the UK will struggle to escape the blame-and-claim culture…
Career development & CSR news: 'Superb' broker duo scoops top claims service accolade
Two claims handlers at Stirling-based broker Denis O Brown & Associates have been jointly honoured with an award for their customer service and professionalism.
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.