Customer service
Passing the £1,000,000 milestone
It is a cliché, but there is a saying that the first million is the hardest. With this in mind, Jonathan Swift canvassed opinions from broker founders to find out their experiences of passing this number in gross written premium or – in some cases –…
One Call boosts policy count and profits in 2022
Doncaster-headquartered One Call Insurance Services has posted double digit increases in profits and policy count for 2022.
Blog: Market challenges make it the ideal time for brokers to digitise
Far from being a risk, digitisation is the best protection brokers can invest in to reduce the impact of market uncertainty. And Risto Rossar, CEO and founder of Insly, argues the timing could not be better given ongoing challenges from recruitment to…
Canadian brokers praise ‘fantastic leader’ Storah ahead of move to become Aviva UK CEO
UK and Irish insurance brokers can expect their new local Aviva CEO to be an ‘enabler’ who ’understands the importance of strong broker relationships,’ according to their counterparts in Canada.
Brokerbility’s John Dunn on how to counter poor insurer service
Intermediaries do not have to accept poor insurer service and be done with it, argues Brokerbility managing director John Dunn. Strategic partnerships and a better use of data can help improve trading and smoothe the client-broker relationship.
Acturis snaps up Broker Buddha to enter US market
Acturis has entered the US market with the acquisition of digital engagement plaform Broker Buddha.
‘A major breakthrough’ – ChatGPT bots to revolutionise broker customer service
Ignite Insurance Systems has launched a super-advanced artificial intelligence bot to answer insurance customer queries. Technology enthusiasts believe this is the start of an AI-powered chatbot revolution in dealing with customer interactions. But this…
Brokers warn insurers they risk losing more business to MGAs
Mainstream insurers need to heed the lessons of the post pandemic decline in service or face losing more market share to managing general agents.
In Depth: Building a USP to make a broker network stand out
Networks are playing an increasingly important role in helping build and grow the independent broking successes of the future. With so much competition to choose from though, how are these businesses looking to differentiate themselves? Martin Friel…
Hear from WTW, Gallagher, Movo, Brokerbility and Applied at the next Broker Breakfast session
The next Insurance Age Broker Breakfast will take place on Wednesday 14 June in Bristol.
UK Broker Awards deadline extended until 26 May
The deadline for the 2023 UK Broker Awards has been extended until this Friday (26 May), so you still have a chance to be in it to win it!
Interview: Eddie Hooker, Hamilton Fraser
Hamilton Fraser founder Eddie Hooker wants his broker to continue building digital excellence in commercial lines. He talks to Saxon East about the broker's beginnings, GRP's ownership, and plans for the future.
Insurers respond to broker meeting challenge and criticism
To coincide with today’s third anniversary of the UK’s first Covid-19 pandemic lockdown, Insurance Age polled providers to find out how they have sought to re-engage face to face with brokers.
Brokers call for more face-to-face interaction as insurer service improves
Three years on from the UK’s first pandemic lockdown, brokers welcomed the uptick in insurer engagement, but urged providers to do more below C-suite level.
Axa hails importance of face-to-face meetings as it seeks to be more visible
Distribution and trading director Sarah Mallaby claims Axa UK has seen an improvement in broker engagement, as it focuses on face-to-face trading complemented by an investment in digital products and support.
RSA’s Mooney stresses ‘we have got a lot of work to do’ for better service
RSA’s managing director of UK commercial, Lee Mooney, has vowed to institutionalise a consistent service that shows appetite, ongoing ambition to grow and desire to be there for customers as the insurer targets adding 200 broker relationships on top of…
Broker praise leads to claims recognition for Allianz, Chubb and Ecclesiastical
Insurance consultancy, Gracechurch, has awarded its Service Quality Marque to Allianz, Chubb and Ecclesiastical.
Review of the Year 2022: Jon Walker, Axa Commercial CEO
In the first part of Insurance Age's review of the year Jon Walker, Axa Commercial CEO offers his reflections on 2022 and predictions for the next 12 months.
NMU takes the crown in Age’s 2022 Broker Satisfaction Survey
Brokers have voted NMU as their preferred commercial lines insurer in this year’s Insurance Age Broker Satisfaction survey, with Covéa Insurance in second place and CFC Underwriting in third.
Roll of honour - brokers reveal UK’s best commercial lines insurers
Exclusive research from Insurance Age places NMU first, with Covéa Insurance and CFC Underwriting in close contention, Rachel Goron reports.
Broker Week 2022: A fine balancing act
Faced with customers expecting easy, seamless digital access, but amid rising levels of cybercrime, brokers need to balance security with convenience. Valerie Hart looks at what brokers can do to ensure trust remains at the heart of their proposition.
Broker Week 2022: The dos and don’ts of digitalisation
‘Customer first’ is an oft-repeated mantra when it comes to the digitalisation of insurance broking. But how do you achieve that goal? And where are brokers most likely to come unstuck? Fiona Nicolson investigates
Biba vows to fight for brokers in FCA meeting on fair value assessments
The British Insurance Brokers' Association has vowed to fight for brokers in a key meeting with the Financial Conduct Authority over fair value assessments.
News analysis: Would a merged FCA/PRA make brokers’ lives any easier?
Team Truss have financial regulation in their sights… but just how far could they go? It’s mooted there are plans to create a single super regulator by merging the Financial Conduct Authority, the Prudential Regulatory Authority and the Payment Systems…