Customer service
Right Royal challenge facing the insurance industry
Editor's View: Emma Ann Hughes would like to go to a British Insurance Brokers' Association conference where all insurers have risen to the challenge of delivering great customer service.
View from the top: Why getting personal is key to Consumer Duty compliance
Michelle Bree, chief operating officer at Gallagher, says the Consumer Duty presents a unique opportunity for the industry to get closer to customers and build trust.
IPI will drive ‘transformative change’ after securing investment from Ethos Partners
IP Integration, a digital contact centre specialist, revealed how it will use an equity share investment it has received from Ethos Partners.
Managing personal lines customer expectations during the cost-of-living crisis
Izabela Chmielewska presents some key takeaways from a recent on-demand webinar discussing insurance challenges around personal lines in 2023.
Trade Voice: Biba’s Steve White on why brokers should share good news stories
Steve White, CEO of the British Insurance Brokers’ Association, calls on the industry to publicise case studies of claims gone right to spur awareness of how it can make a positive difference.
Digital Bar Quarterly: How can insurers optimise a multibrand strategy with greater UX differentiation?
Insurance companies replicating their quote and buy journeys across multiple brands are missing significant opportunities. Jamie Bayliss, consultant at Altus Consulting, shares his observations and outlines how they could overcome this efficiently…
Gallagher buys Buck; Pen’s latest deal; Spring’s commercial PI binder
Friday Round-Up: Ahead of Good Friday and the Easter Bank Holiday, Insurance Post wraps up the major insurance deals, launches, investments and strategic moves of the week.
Aviva and Direct Line Group are most-complained about insurers
Data analysis: The Financial Ombudsman Service data shows general insurance complaints have sharply increased in the second half of 2022 as consumers battle with inflation and cost-of-living.
BIA 2022 Award Winners video: Commercial Lines insurer of the Year, Nick Hobbs
Following its success in winning the highly coveted Commercial Lines Insurer of the Year award at the The British Insurance Awards 2022, content director Jonathan Swift caught up with Nick Hobbs, chief distribution and regions officer at Allianz…
Trade Voice: ABI’s Hannah Gurga on keeping things clear and simple
Hannah Gurga, director general of the Association of British Insurers, lays out how the findings of a recent survey highlight how the insurance sector can do better in the eyes of customers.
Trade Voice: SIB’s Laura Hancock on what the Consumer Duty asks of brokers
Laura Hancock, chair of the Society of Insurance Broking, argues the forthcoming Consumer Duty represents a refreshing evolution rather than a revolution in how brokers deal with customers.
In it, to win it! The British Insurance Awards 2023 deadline is 8 days away
With a closing date of 17 March, you will need to start preparing your 2023 British Insurance Awards entries sooner rather than later to make the cut; and be in with a chance of winning at the industry’s most prestigious insurance awards show.
‘Hardly any insurance players put customers at the heart of the product,’ says Beale
Dame Inga Beale has said radical thinking is needed to change insurance, encouraging insurtechs to continue challenging the current way of operating.
Trade Voice: Foil on the Consumer Duty’s underappreciated impact of claims handling
Jonathan Drake, partner at Forum of Insurance Lawyers member firm DWF, and Nicola Critchley, DWF partner and Foil president, warn there is ample scope for firms to run foul of the FCA’s requirements for claims handling under the Consumer Duty.
View from the top: LV’s Michael Lawrence on keeping customer confidence in uncertain times
Michael Lawrence, distribution and underwriting director at LV Broker, says the industry can’t rely on good fortune to maintain customer confidence in the face of the challenges that 2023 will bring.
CII leader who was tasked with transformation exits
John Bissell is stepping down as chief operating officer of the Chartered Insurance Institute after six years.
View from the Top: Markel’s Nick Line on what insurers need to get right in 2023
Nick Line, chief underwriting officer at Markel International, outlines why serving customers, recruiting talent and embracing new technology are front of mind this year.
Trade Voice: Cila’s David Ross on where the industry goes wrong on gaining customer trust
David Ross, executive director of the Chartered Institute of Loss Adjusters, argues that while the industry has a mountain to climb to gain customers’ trust, claims presents a simple and effective starting point.
View from the Top: Hiscox’s Louise Marling on the never-ending quest for operational excellence
Louise Marling, chief operating officer at Hiscox UK, argues that while pursuing operational excellence is like looking for the pot of gold at the end of the rainbow, it is ultimately in the best interests of both the customer and insurers.
Six key takeaways from Post's digital, data and technology breakfast briefing
Insurance Post recently gathered together a group of insurance technology experts to discuss the digital and data trends and developments the market can expect to gain traction on in 2023 and beyond. Jonathan Swift recounts some of the most notable…
How insurers can keep up the momentum on digital transformation
Blog: While Insurance businesses are ahead of the curve with digital tools, larger firms are combating the rise of niche insurtech competitors, a challenging regulatory environment and demanding consumers. Tim Queen, head of insurance consulting at…
View from the Top: Peter Thompson, CEO of BGL Insurance on why the perfect insurance customer experience doesn't exist
Peter Thompson, CEO of BGL Insurance, says the way insurers support customers during the cost-of-living crisis will separate the wheat from the chaff in the industry.
Review of the Year 2022: Brokers
Senior insurance broker figures look back on 2022 and reflect on what 2023 might bring.
Review of the Year 2022: MGAs
Senior figures from insurance MGAs look back on 2022 and reflect on what 2023 might bring.