Customer service
British Insurance Awards: Leading with innovation
Fortis Insurance has boosted customer satisfaction after it reworked its claims handling process and introduced innovative new initiatives, writes Jonathan Swift.
Postscript - 5 years ago: Lord Hunt attacks FSA at BIA
Looking through Post's back catalogue paints a unique picture of more than 150 years of insurance news, as this highlight form 5 years ago reveals.
British Insurance Awards 2010: Give the personal touch
Fortis UK’s stringent customer service standards have led to a successful partnership with age Concern enterprises and were even critical in saving a customer’s life reports Daniel Dunkley.
British Insurance Awards 2010: Costs down, service up
Leigh Jackson discovers how adhering to a mantra of repairing rather than replacing has led to improved customer satisfaction and retention, higher profits and some very happy insurers and brokers with improved loss ratios.
First Central opens new sales centre
First Central Insurance Management, the service provider for online motor insurer 1st Central, has opened a new sales centre accommodating 80 members of staff.
Postbox: Validation is not onerous
Groupama Insurances counter-fraud manager Stephen Teeling's recent article 'Getting to know you' raises a valid argument that the insurance industry should follow the example of the major banks and put in place industry-wide practical validation measures…
Asian insurers need to become customer driven, Whittington says
General insurers in Asia need a closer relationship with their customers, and the direct distribution model is a critical success tool in achieving this objective, according to Charles Burgess, managing director of Whittington Asia Pacific.
View from the top: Positive and purposeful
It's always good to get an opportunity to see familiar and new faces, and the British Insurance Brokers' Association conference never lets you down. The number of brokers attending was again very strong and the networking opportunities were second to…
Comment- Claims outsourcing: Poor perception
Outsourcing has suffered from a poor reputation in recent years, with reports of dismal service from third parties. Ian Gilmour examines why, and how this can be addressed.
Professionalism pros
I am delighted the theme of next week's British Insurance Brokers' Association conference is professionalism.
Broker Network appoints customer services director
Broker Network has appointed Paul Roberts as its new customer services director, network division.
Kwik fit to hire 70
Insurance intermediary Kwik Fit plans to recruit 70 people at its Uddingston call centre. Kwik Fit said positions available include outbound sales and customer service jobs, as well as internet sales roles to support the company's growing online business.
Kwik Fit Insurance set to recruit 70 people
Insurance intermediary Kwik Fit, is looking for 70 people to take up careers at its Uddingston call centre.
View from the top: Exceeding expectations
The debate over short-termism and shareholder value that has been echoing around the nation's boardrooms of late, could and should have a profound impact on the way we promote customer service.
Someone to watch over me
If the FSA's plans to create a consumer protection committee go ahead the insurance industry may find itself under intense scrutiny, writes Daniel Dunkley.
Motor Claims 2010: Ombudsman calls for credit hire clarity
The Financial Ombudsman Service's lead insurance specialist has called for clarity on behalf of consumers around the use of credit hire operators in the insurance industry.
Self-service breifing: Insurers feline the 'meerkat effect'
Insurance customers have changed from behaving like dogs to cats, and are now turning into meerkats as a result of social networking and other technologies.
Self-service briefing: Lincoln outlines case for self-service
IBM Insurance Solutions executive Nick Lincoln kicked off proceedings by telling the audience he believed there is a fundamental case for self-service.
Self-service briefing: Aviva online boss warns of "beast" awakening
By moving to a self-service model, insurers must prepare themselves for "awakening the beast".
View from the top: The changing focus of service delivery
Over the last year or so, while the focus has been on the credit crunch, a quiet revolution has been taking place in the way the insurance industry delivers its service. Modern service delivery is increasingly reliant on (and influenced by) the…
RSA improve customer satisfaction by 15%
SPSS software used to analyse individual attitudes and behaviour.
More saint than sinner
Ant Middle