Customer service
Review of the Year 2022: Claims and Legal (part one)
Senior claims figures look back on 2022 and reflect on what 2023 might bring.
Endsleigh partners with Pattern; Ardonagh acquires MDS & Biba appoints deputy chair from Aon
For the record: Post wraps up the major insurance deals, launches, investments and strategic moves of the week.
Review of the Year 2022: Insurers
Senior figures from the insurance market look back on 2022 and reflect on what 2023 might bring.
Digital Bar Quarterly: Revealed, the insurer brands driving standards in usability
This month benchmarking service Digital Bar launched usability assessments for UK direct insurer brands alongside its latest digital capability rankings. Simon Fenn, co-founder of its partner Pancentric, gives a high-level view of usability standards…
Axa’s Tara Foley says insurers need to embrace a disruptor mindset to deliver more for their customers
Tara Foley, CEO of Axa UK & Ireland’s retail business, looks at why insurers need to learn from the best in class in other industries, and adapt their customer journeys in just a matter of hours rather than weeks to stay competitive.
Consumer Duty success will be measured against number of complaints going to FOS
Financial Conduct Authority CEO Nikhil Rathi has said that the regulator has set itself a target to reduce the number of complaints going to the Financial Ombudsman Service on the back of the incoming Consumer Duty measures.
Roundtable: Digital claims - how can insurers best reap the benefits of digital claims for customers?
Digital claims processing offers significant benefits for both insurers and their customers. Based on this assumption, Post and PayPal held a roundtable to explore how the sector can keep up the momentum, and discuss what might be considered as a best-in…
Roundtable: How can data enrich the motor claims journey from FNOL to payments?
At a recent roundtable held by Insurance Post in association with LexisNexis Risk Solutions, an expert panel discussed how motor insurers could make better use of data to improve the customer journey post-loss, improve efficiency and, ultimately, create…
Content Director's comment: Has Amazon missed its prime time with price comparison offering?
One of the biggest stories of the last month was Amazon’s first foray into mainstream personal lines insurance in the UK.
Webinar: Watch Aviva, First Central, Markel and Salesforce discuss the CX lessons every insurer should know
In a fast-changing market, insurers cannot afford to stand still. Covid accelerated the move to digital channels. Now cost of living pressures are adding to consumer demand for ever more competitive deals, outstanding service and a seamless customer…
For the record: Lemonade joins the ABI; Lexis Nexis expands to Ireland; Jensten acquires Bennetts
For the record: Post wraps up the major insurance deals, launches, investments and strategic moves of the week.
FCA launches discussion on competition impacts of big tech firms entering insurance sector
The Financial Conduct Authority is seeking views on the competition benefits and harms from big tech firms’ entry into a range of retail financial services sectors.
Analysis: Amazon enters UK insurance not with a bang, but with a whisper
Amazon’s entry into UK insurance has been talked about for years. Has the announcement of the Amazon Insurance Store satisfied the industry-built expectations?
Amazon partners with three insurers to launch home and contents ‘Insurance Store’
Amazon has partnered with Ageas, Co-op and LV to launch the Amazon Insurance Store, offering home and contents insurance to UK customers.
Webinar: Operational automation for insurers - how to increase efficiency and boost profitability
Insurance organisations today are under more scrutiny than ever from auditors and stakeholders alike. In response, many continue to shift their efforts from the digital transformation of front-end functions to driving higher levels of efficiency and…
Editor’s comment – Adios amigos
The Top 100 UK Insurers ranking is always a highlight in my insurance year, but this year’s is bittersweet as it will be my last after 18 years at Insurance Post.
The European Insurance Technology Awards are open for entries
Entries are open for the The European Insurance Technology Awards which are hosted by Insurance Post in partnership with sister Inforpro Digital brand L’Argus de l’assurance
Spotlight: Fraud – Improving customer trust in quality data
Oleg Zadalia, principal solutions consultant for ThreatMetrix, LexisNexis Risk Solutions, explores the most important findings from the Insurance Post Fraud Survey Report 2022. Not least the significant concerns held amongst members of the insurance…
Spotlight: Removing the friction from payments
The payment process in insurance has been a point of friction for customers throughout their digital journeys. With recent regulation changes pointing insurers towards a customer-centric future, Pádraig Floyd asks what steps can insurers take to rectify…
Spotlight: Payments - The competitive difference in digital adoption
Digital adoption has been a key focus for the insurance industry in recent years. Vincent Belloc explains why regulation changes mean insurers need to double down on these efforts to develop more customer-centric experiences while keeping privacy a top…
Insurers should share predictions with brokers to prepare for more challenging times ahead - Aviva's Hemming
Gareth Hemming, managing director for UK GI distribution & SME at Aviva speaks to Post about the pressures on insurers and brokers, emphasising how brokers are a critical part in the economy
GRP's Mike Bruce looks at what UK brokers can learn from their US counterparts
Mike Bruce, global CEO of Global Risk Partners, shares his first experience of teamwork with his US parent company Brown & Brown, and explains that the UK broking market 'over here' could learn a lot from the market 'over there' in the US.
BIA 2022: Winners Q&A with Park Home Assist Insurance Services
Park Home Assist Insurance Services’ Director, Steve Leech, spoke to Insurance Post about its two wins at the British Insurance Awards in the Personal Lines Broker and Customer Care categories.
Bruce Carnegie-Brown: Brokers need to adapt to the digitalisation of the marketplace and spend time adding value
Brokers who are “embracing technology change will be hugely advantaged” in a changing industry which needs to adapt to make the market more efficient by “spending more of time on the value-added piece of the advice activities”.