Customer service
End of Year Review 2025: Alps’ Michelle O’Reilly
Michelle O’Reilly, managing director at Alps, expresses disappointment that whilst some parts of the market have talked a good game on innovation and customer care, they have not followed through; and predicts 2026 could be the year the Financial Conduct Authority steps in with tougher measures on home insurance claim declinatures.
Gracechurch: Lockton on the up, disrupting ‘Big 5’ in 2025 broker ranking
Marsh, Aon and Howden continue to feature as the most respected brokers in the London market, according to an annual ranking from research consultancy Gracechurch.
From insurer to broker – SRG’s Holmes on strengthening the joint relationship
Having departed Hiscox to join Specialist Risk Group as director of niches and schemes, Nicola Holmes shares her insights into how being a client advocate has deepened her appreciation for the value brokers bring.
AllClear eyes global expansion as UK business grows over 30%
Chris Rolland, CEO of AllClear Travel Insurance, has targeted global growth with Europe and the US in the company’s sights as it has expanded operations in Ireland and Australia.
UK Broker Awards 2025 shortlist revealed
Today Insurance Age can reveal the shortlist for the 2025 UK Broker Awards.
Data – a ‘superpower’ in a business
Data was a “superpower” in a business, Mark McIlquham UK CEO of Acrisure told the audience at the Managing General Agents’ Association 2025 conference on 3 July, in a discussion where cross-selling was also to the fore.
Zurich CEO Jaksic hails speed of broker service as key in softening market
The need for speed when it comes to broker service has been exacerbated in the softening commercial market, according to Zurich UK CEO Drazen Jaksic.
Biba seeks insurer meetings after publishing disclosure advice
The British Insurance Brokers’ Association has launched cross industry guidance that it hopes will reduce misunderstandings over what should have been disclosed when cover was taken out - which in some cases will cause a claim to be repudiated or reduced.
Biba Countdown 2025: SSP Broker’s Martyn Mathews
With the latest Biba conference soon upon us, Martyn Mathews, MD of SSP Broker, highlights the importance of socks, teases a revised sneak peek of its proposition, and explains how he could give speaker Gareth Southgate a run for his money as manager of…
Biba 2025 Countdown: Applied Systems’ Tom Needs
Tom Needs, CEO of Applied Systems, is looking forward to a New Era of more efficient, responsive, and customer-centric broking; reckons Arsène Wenger would make a good insurance leader; and expects to end the event with a hoarse throat.
Brokers appetite for AI growing but split on automated vs in person underwriting
More than four out of five brokers said they would be interested or very interested in enhancing their operations with digital or automated processes, an increase of 15% since 2022, according to research by Aviva.
Acorn boosts GWP by over 40% in 2024
Merseyside-based Acorn Group has reported gross written premiums soared 41% to record £742m in the financial year ending 31 December 2024.
Top 100 brokers adapt as AI and smarter data shape success in 2025
The insurance industry is undergoing rapid transformation, driven by advancements in technology, evolving customer expectations, and a shifting regulatory landscape. Brokers and insurers alike are being forced to adapt to a world where data and…
SMEs satisfaction with insurance ended 2024 on a high – CII
Overall SME satisfaction with insurers rose to 83% in the final quarter of last year, according to data released by the Chartered Insurance Institute.
Meet the MGA feature: Arc Legal
Arc Legal CEO Lee Taylor outlines the value in having a supportive parent of the scale of AmTrust; and why it makes sense to keep an eye on legislation and social changes in order to innovate and develop new products.
Roundtable: UK insurance broking – reshaping the future
As the post-Covid insurance-broking environment evolves, brokers are continuing to adapt to the new backdrop. A recent Insurance Age roundtable explored the challenges and opportunities, as brokers tackle today’s range of pressing objectives – and assess…
Blog: Brokers calm about RSA brand going as ultimately service outscores sentiment
Brokers would be relaxed if the RSA brand fell by the wayside, and have said that service remains a much more important factor in terms of their relationship with parent Intact going forward.
Coalition adds another insurer to its UK capacity panel
Cyber specialist insurer Coalition has announced that US insurer The Hartford has joined its panel of UK capacity providers.
Ex-Open GI duo launch digital marketplace for brokers
A pair of Open GI veterans have teamed up to launch what they describe as a “leading digital insurance marketplace", offering insurance brokers a "unique opportunity to acquire exclusive access to online leads”.
Anscombe, Thomas Carroll and Konsileo among the winners at UK Broker Awards 2024
Thomas Carroll Group scooped the Broker of the Year award, and Seventeen Group CEO Paul Anscombe won the Achievement Award, at the UK Broker Awards last night in Birmingham.
Video Q&A: Open GI director of brokers and MGAs Nick Giddings
In the run-up to Broker Expo on Thursday this week, Open GI director of brokers and MGAs Nick Giddings spoke to Insurance Age content director Jonathan Swift about how software partners can help brokers get to grips with new technologies such as GenAI.