Customer service
Career path & CSR news: Job demand sees slight increase
The number of new jobs on offer across the country rose by two points (2%) compared to last month, according to a new survey.
Customer value management: Improving margins
Broker marketing skills have become ever more important in the personal lines market, with the growth of online aggregators. Tim Ham reports on the increased need for customer value management to optimise profit.
Axa makes 24 hour art insurance pledge
Axa’s art insurance arm has committed to a maximum 24 hour turnaround time for quotes on new business.
BIS 2010 - News: Jury out on e-commerce potential of social network sites
The jury is out as to whether social networking sites will lead to e-commerce opportunities, according to Vivek Banga, UK distribution leader, small business and personal lines at Brit Insurance.
In series - Claims management: Making the most of technology
With the internet playing an increasing role in customer’s lives, Sam Barrett reports on the failure by the insurance industry to invest in claims technology systems to harness this.
In series - claims management: Keep the customer satisfied
Richard Shanks urges insurers to look at what constitutes excellent service and gives a customer choice, rather than being driven by internal processes and service level agreements that risk only meeting organisational needs.
In series - claims management: Reflecting on feedback
Meeting policyholder expectations can put you one step ahead of your competitors, but to know what your customers want, you'll have to ask them. Sam Barrett finds out to what extent insurance companies integrate customer feedback on claims service.
Rehab firms team up to prevent therapy drift
Rehab providers IPRS and Moving Minds have joined Forces to simultaneously address the physical and psychological needs of individuals in a move they believe will produce “very significant savings” in treatment costs for insurers and other funders.
Claims management: Room for improvement
Getting the claims process right is imperative for brokers and insurers. Sam Barrett looks at what tops the wish list when it comes to partnering with claims management specialists.
Claims management: Moment of truth
With the true value of insurance — and the insurer — judged by the customer at the claims moment of truth, Kevin Wood calls for a balanced, transparent approach with partner companies that reflects the total cost of the claim.
IFB extends Cheatline facility
The Insurance Fraud Bureau has increased the operational capacity of its Cheatline facility.
BIS countdown - business transformation: Adapt to survive
Insurers can adapt to survive the unprecedented changes ahead by looking at other sectors, such as the automotive industry, which have already suffered the twin stresses of global competition and enhanced customer expectations, claims Keith Aylwin.
BIS countdown - outsourcing innovation: Major makeover
As growth demands surpass in-house capabilities, Jeremy Owenson looks at how modern day outsourcing can more easily produce mutually beneficial solutions.
Open GI appoints customer services head
Software firm Open GI has appointed Michele Munn to the role of head of customer service.
Career development & CSR news: Groupama and GCFB link up to provide training courses
Groupama Healthcare has teamed up with the Goldsmith Centre for Business to create a series of customer service training initiatives for employees.
3700 staff on tenterhooks as RBSI unveils closures
Rivals of Royal Bank of Scotland Insurance have outlined plans to recruit staff affected by the banking giant's decision to close more than half of its offices.
Interview - Peter Harmer: Next in line
Peter Harmer
Towergate launches new website
Towergate Underwriting has launched a new website which it says will be easier for brokers to use.
Defaqto calls on insurers to educate beyond price
Defaqto has told motor insurers to educate customers to look beyond price, as underwriting losses continue to increase.
Time to go back to basics on claims
How refreshing to see Adrian Brown, RSA UK CEO, openly express the view that insurers should actively seek to identify, recognise and pay claims that could properly fall under employers' liability policies issued, however long ago.
Website Review: Admiral
In the latest of a new series for Post, web performance monitoring specialist Gomez runs the rule over Admiral's website to see how it performs in a number of key areas and stands up against some of its rivals.
BIS Countdown - innovation: Listening to customers
The relationship between the customer and the market is constantly on the move, says Amanda Blanc, who stresses firms must innovate and evolve or face severe consequences.
Broker focus - exit options: Feathering the nest
Finding a favourable exit during the economic downturn has proved tricky for broker owners. Leigh Jackson reports on how the tide may be turning for those looking to sell.
Mitie targets top spot in property claims sector
Strategic outsourcing specialist Mitie has unveiled ambitious plans to become the leading property claims company within five years, after announcing its entry into the market this week.