Customer service
Brokers want less AI conversation and better service please
Fiona Nicolson reveals brokers want a little less conversation about artificial intelligence and to have a lot more grown-up conversation about balancing online experiences with being able to talk to an insurer's staff at this year’s British Insurance Brokers' Association Conference.
Should commercial insurance be like Starbucks to win trust?
Greg Phitidis, brand director of Free Partners, on why insurers should utilise their marketing teams and follow Starbucks' lead if they want to increase trust in the industry.
Axa CEO Foley on why another XL-sized deal isn’t on the cards
Axa UK & Ireland CEO Tara Foley won’t rule out another acquisition but said her growth plan for the business is to build plus consolidate everything currently within the multi-line provider.
Claims service is improving after some dark days
Data analysis: Claims service improved in the first quarter of 2024, although inconsistencies remain within the UK market, research conducted by Gracechurch has revealed.
Esure offers customers six-months free cover for latest tech glitch
Esure has confirmed that it has offered six months free home insurance to “a small number of customers” for a “technical error”, which means customers who renewed on 1 April can’t make claims or update their details via the provider’s website.
MGAA’s Keating on the need for more data sharing
Trade Voice: Mike Keating, CEO of the Managing General Agents’ Association, says data sharing is a two-way street and capacity providers need to be more open with MGAs.
Big Interview: Jason Storah, Aviva
In his first full profile interview since taking over as UK and Ireland General Insurance CEO at Aviva, Jason Storah sits down with Scott McGee to talk about the insurer's re-entry into Lloyd's, where else Aviva could yet expand, and the differences…
Consumer Duty causes insurer service to start to improve
After market-wide issues such as staffing and hybrid working causing issues insurers service standards to plummet over the last couple of years, research has revealed providers are finally improving the way they help brokers.
How an AI-assisted motor claims handler cared for me
Editor’s View: Emma Ann Hughes shares how a recent call to her motor insurer highlighted why humans will always be needed to care for policyholders in their hour of need.
How to support insurance customers in vulnerable circumstances
As the Financial Conduct Authority intends to check claims-handling response times, and whether insurers are doing enough to help customers in vulnerable circumstances, Winn Group chief information officer Clint Milnes explains what providers need to do…
Pet insurers with satisfied customers revealed
Data analysis: Fairer Finance’s latest consumer survey reveals the pet insurers with the most extremely satisfied customers and examines the lessons providers need to learn from the Financial Ombudsman Service increasingly ruling in favour of complaining…
Four ways to boost motor insurer’s profits
Insurance Post gathered a group of personal lines experts to discuss what it will take to make motor insurance more profitable for providers and appreciated by policyholders.
Big Interview: Chartered Institute of Loss Adjusters’ John Bissell
John Bissell, executive director of Chartered Institute of Loss Adjusters, reveals plans to update the sector’s qualifications and ensure his members shape insurer’s practices, products and government policy.
Google searches show landlord concerns about cover
Data analysis: In the last year, research by Confused.com’s home insurance experts revealed more than 8,000 people in the UK Googled “What does landlord insurance cover?”
AA buys Key Care; RSA launches hub; Gallagher Re’s Melia to retire
Friday Round-Up: Insurance Post wraps up the major insurance deals, launches, investments and strategic moves of the week.
Gracechurch announces Claims Quality Marque achievers
Ten insurers within the London Market and three regional market insurers have been awarded Gracechurch’s Claims Quality Marque.
Reshaping insurance’s IT roadmap for digitally savvy customers
Analysis: Fiona Nicolson examines what it takes to create a transformation roadmap for the insurance industry that will deliver digital-first, real-time, personalised customer experiences for policyholders.
Satisfaction with insurers back to pre-pandemic levels
Data analysis: Customer satisfaction with insurance policies is back to July 2018 levels, research by the Chartered Insurance Institute has revealed.
Most-read insurance stories in 2023 revealed
Like Cher, Insurance Post is turning back time to remember the industry Consumer Duty’s efforts, business interruption cases continuing to rumble on, developments at Direct Line, RSA’s personal lines exit, plus the other major insurance events of the…
Time to tackle abuse of insurance staff
Jo Causon, CEO of the Institute of Customer Service, reveals a third of those on the frontline of the insurance industry have been shouted and sworn at in the last six months.
MGA Review of the Year 2023
With large insurers and mainstream players pulling out of certain lines in 2023, and products reverting to the core areas, MGA chiefs plan to continue to step up and fill that gap in 2024.