Customer service
Briefing: Sponsoring staff through driving theory tests could mean a result for insurers too
Insurers and motor claims service providers should seize a win-win opportunity by supporting staff through their driving theory tests, sets out Post news editor Jen Frost.
Analysis: Weighing up the FCA’s consumer duty rules
Compliance experts address what the FCA’s new consumer duty proposals will mean for the insurance sector, whether the industry is ahead of the curve and if the changes will be value for money
Insurtech Stubben Edge raises £10m
Broker technology specialist Stubben Edge has secured a £10m investment in its latest funding round led by Dowgate Capital.
EY: investor confidence in UK FS hits new high; James Hallam backs broker start-up; Lloyd's approves insurtech Syndicate and Pen inks £300m QBE deal
For the record: Post wraps up the major insurance deals, launches, investments and strategic moves of the week.
Watch Ageas, By Miles, Zego and Zurich discuss the benefits of UBI in upcoming Insurance Post webinar
Insurance Post, in association with By Bits, is hosting a live, interactive webinar on the 9 February at 11:00am called: Transitioning to usage-based insurance - what are the benefits to being in the fast lane of UBI adoption?
LV’s Michael Lawrence on the trends and changes in the broker market
Michael Lawrence, distribution and underwriting director for LV Broker, assesses the 2021 developments in the broker market and explains how resilience, versatility and a clear strategy will be as important as ever this year.
Allianz in regional commercial restructure; GRS extends global reach with adjuster tie-up; Movo buys three; and Tractable strikes two new deals
For the record: Post wraps up the major insurance deals, launches and investments of the week.
Blog: Why customer service scores are falling behind consumers’ expectations
Chris Mcilduff, chief customer officer at Davies Group, mulls what insurers need to do to keep up with changing customer expectations as the level of customers experiencing service issues with organisations increases.
Spotlight: How can insurers accelerate digital transformation in their business?
While some have embraced the digital transformation journey, others are still on the starting blocks. Jim Bruce, customer transformation and senior insurance director of Salesforce, discusses what’s stopping these firms, how they can overcome the…
BGL’s Peter Thompson on the blended experience the customer of 2022 wants
Intuitive, market-leading tech, coupled with a customer services team who understand the products inside out and have the right listening and empathy skills are key to providing the best customer experience this year and beyond, says Peter Thompson, CEO…
Roundtable: The future of affinity insurance in the digital age
The affinity space continues to attract interest from both insurers/brokers and brand partners looking to either tap into new customers or create deeper longer term relationships with existing ones. But what was once a case of simply white labelling…
Preview: What will 2022 bring for the insurance market?
Post spoke to market experts to get their predictions for what 2022 will look like.
Insurers back calls to end abuse of customer service workers
Insurers and the Institute of the Customer Service are calling for tougher legislation to stop people abusing staff in customer-facing roles.
Review of the Year 2021 – Insurers
Post spoke to major insurers to get their thoughts on the highs and lows of 2021.
Swiss Re reports nat cat losses fourth worst since 1970; Davies buys BVS; Leak Bot to go public after reverse takeover; and Ryanair teams up with insurtech
Post wraps up the major insurance deals, launches and investments of the week
Advertising feature: Pay.UK – the next step in Bacs’ evolution
You need to get familiar with the name Pay.UK, because one of the main interfaces between you and Bacs is about to change, explains Dougie Belmore, the chief payments officer of Pay.UK
FCA's consumer duty to cost firms up to £2.4bn
The Financial Conduct Authority has estimated that businesses will face a one-off bill of up to £2.4bn to comply with its proposed consumer duty rules, with ongoing annual direct costs of up to £176m.
FCA unveils consumer duty 'to drive a fundamental shift in industry mindset'
The Financial Conduct Authority has opened a consultation on the introduction of a consumer duty highlighting its concerns that financial services do not currently always work well for consumers.
Aviva insures autonomous shuttle trial; brokers outscore insurers in CX research finds; Howden buys again; Gallagher completes on Willis deal and PPL updates on next gen platform
Post wraps up the major insurance deals, launches, investments and strategic moves of the week.
Q&A: Nicolas Aubert, formerly WTW GB CEO
Exclusive: Now on gardening leave after almost 18 months of caretaking in his role as Willis Towers Watson GB CEO, Nicolas Aubert speaks to Stephanie Denton about the collapse of the Aon deal, not being chosen to manage the firm and what he achieved…
Interview: Tara Foley, Axa
After a year in the role as CEO of Axa Retail, Tara Foley sat down with Pamela Kokoszka to discuss her impression of the insurance industry, challenges the sector is facing and her plans for Axa’s retail business.
Zurich launches 'industry first' resilient property drive; Alan & Thomas acquires Aquilla; two Lloyd's syndicates approved; and Aviva reports uptick in commitments to net zero target
Post wraps up the major insurance deals, launches, investments and strategic moves of the week.
Spotlight: Electric vehicles – are brokers ready for the EV revolution?
The rapid growth of battery electric vehicles should make personal lines and fleet brokers think carefully about how to adapt to this changing market, with both specialist products and services such as replacement vehicles in the event of a claim…
Video: View from the top: Aviva chief distribution officer Gareth Hemming
In this exclusive interview recorded as part of the Insurance Post Live Annual Conference 2021 we hear from Aviva’s Gareth Hemming as he offers his insight and thoughts on supporting customers and brokers during the pandemic.