Customer service
Spotlight on Digital - Mixed views on digital transformation impact on customer experience
Digital transformation is fundamental to insurers’ drive for customer-centricity and future competitiveness, but a misalignment in strategic goals between boardroom and business is slowing progress, says Rosie Beasley, global senior industry marketing…
Axa’s Fleming: Insurers need to innovate as consumers compare insurers to tech giants
As customers start to compare insurers to tech giants including Amazon and Apple, Anna Fleming, retail chief underwriting officer at Axa urged insurers need to innovate to provide customers with the seamless journey they expect.
FCA fines JLT £7.8m; Acrisure acquires Russell Scanlan; Clear Group buys Pro Aktive; Howden Group creates start-up hub and Instanda raises $45m
For the record: Post wraps up the major insurance deals, launches, investments and strategic moves of the week.
Blog: Brand legacy vs digital innovation within the insurance industry
As customers now expect their insurance provider to have strong digital capabilities, companies can no longer rely on brand loyalty alone to appeal to their audiences. Kelly Ward, chief sales and distribution officer at Axa Partners UK, considers how…
BGL's Peter Thompson on why a connected culture is key in tricky times
Peter Thompson, CEO of BGL Insurance, explains why communication and culture will provide the secret weapon to navigate through what is set to be another tricky period for colleagues and customers.
Aviva reports 13% spike in fraud; Accredited hails £2bn Policy Expert deal; Urban Jungle to recruit 100; and PRA warns insurers of ‘significant headwinds’ over climate change
For the record: Post wraps up the major insurance deals, launches, investments and strategic moves of the week.
Q&A: Vincent Belloc, PayPal UK
Insurance Post recently spoke with Vincent Belloc, PayPal UK’s vice-president, about the firm’s entry into the insurance market. Izabela Chmielewska discovers more about the PayPal proposition, its perspective on omnichannel experiences, and how payments…
Advertising feature: Internet Explorer 11 retirement – what does it mean for you?
Internet Explorer 11 (IE11) is the last man standing in Microsoft’s line of IE browsers. Originally, Microsoft had planned to retire IE11 in 2025 but, last year, the firm announced the date had been brought forward to 2022 - 15 June, to be precise, which…
Insurance Post TV: Price walking special – what impact has the FCA ban had on the personal lines market?
Insurance Post reveals the latest episode of its ‘magazine-style’ television show.
Admiral defeats fundamentally dishonest fraudster; Ardonagh Academy launched; start-up Coral aims to disrupt LEI sector; and Pool Re to cut prices
For the record: Post wraps up the major insurance deals, launches, investments and strategic moves of the week.
Webinar: How can insurers harness new technologies to level up with customer expectations and future-proof the industry?
There has been a lot of discussion around digital acceleration over recent years, with the pandemic playing an undoubted role in escalating customer expectations as to how businesses engage and service them.
Webinar: Last chance to sign up to watch Allianz, Chaucer and WTW discuss how technology can help insurers meet customer expectations in the digital age
There has been a lot of discussion around digital acceleration over recent years, with the pandemic playing an undoubted role in escalating customer expectations as to how businesses engage and service them. Although often described as a “distressed…
Price walking ban pushes motor premiums up; Zurich opens branch; Handl acquires IPRS; Mason Owen MBO; and under 30s telematics sales rise
For the record: Post wraps up the major insurance deals, launches, investments and strategic moves of the week.
Revolut in Allianz tie-up; AUB confirms Tysers talks; QBE poses resilience challenge; and Rear’s SPAC Financials Acquisition Corp to raise £150m via listing
For the record: Post wraps up the major insurance deals, launches, investments and strategic moves of the week.
Video Q&A: Paul Ridge, SAS – How is hyperautomation transforming insurance?
Many insurers are currently reviewing their digital transformation journeys and the way in which they are approaching it. In this Q&A video, SAS's head of insurance UK and Ireland Paul Ridge discusses why and how hyper automation will deliver digital…
Spotlight on dual pricing: Price matters but customers deserve more
The price walking ban represents a turning point for the insurance industry. Vincent Belloc discusses the opportunity for insurers to build customer loyalty and competitive advantage through a relentless focus on customer experience.
Spotlight on dual pricing: The end of dual pricing and what it means
Post and PayPal surveyed the industry to explore the possible implications of the recent price-walking ban. Valerie Hart looks for further insight into how the industry might adapt.
Intelligence: Post's complaints matrix shows the products that let consumers down during the pandemic
Complaints data from the Financial Conduct Authority and the Financial Ombudsman Service helps to create greater transparency and accountability for insurance firms. As Post brings together the most comprehensive set of complaints data from 2014 onwards,…
Podcast: Open banking and insurance part two
The second in a two part podcast series, in association with Crif Decision Solutions, discussing open banking and its relationship with the insurance sector.
Podcast: Open banking and insurance part one
Welcome to the first in a two part podcast series, in association with Crif Decision Solutions, discussing open banking and its relationship with the Insurance sector
HSBC extends Marsh deal; Zurich to set up transformation Centre of Excellence; Pool Re completes expanded terrorism placement; and Howden acquires again
For the record: Post wraps up the major insurance deals, launches, investments and strategic moves of the week.
Webinar: Don’t forget the data – why digital transformation alone won’t help you improve your CX
“Digital transformation” has certainly been an on-trend phrase for many years now, with insurers investing fortunes in improving their customer experience across the policy lifecycle from the sale to claim/renewal.
Covéa’s Adrian Furness on making insurance careers more than just a job
Adrian Furness, CEO of Covéa Insurance, addresses how and why the industry must support staff with an emphasis on providing positive engagement, a sense of community and mental wellbeing.
Intelligence: Getting FNOL right
Being the very first point of contact is the ultimate aim for insurers when it comes to motor claims but, as Martin Friel finds out, only a change in mindset to truly put the customer experience first is likely to achieve this.