Customer service
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…
UK Broker Awards 2022: Customer Service Award
Grow organically by more than 150% in one year? That’s the striking target Ascend Broking Group set itself, which it would achieve in part by a dedication to customer service
UK Broker Awards 2022: Young Broker of the Year
George Abbott has gone from a telematics broker with no insurance experience to an integral member of a start-up that has grown to £10m of gross written premium since its 2015 formation
UK Broker Awards 2022: Claims Team of the Year
The Clegg Gifford & Co claims team impressed the judges with a stellar year, not least for their passion and ingenuity when it came to reducing spend while keeping customer service at the top of the agenda
UK Broker Awards 2022: Broker of the Year
Almost £100m in gross written premium, a long list of strategic goals achieved, and a deal to propel the business to its next phase of growth are just a few of the reasons Clegg Gifford & Co took home the trophy in possibly our most hotly contended…
BGL Insurance prioritises talent and digital following Markerstudy deal
Managing director of distribution at BGL Insurance, Laura Mullaney highlights the brokers’ main focuses after its takeover by Markerstudy.
Analysis: Brokers, insurers and the FCA’s product governance - confusion reigns
The FCA's new rules on product governance come into force on 1 October. But as Rachel Gordon discovers even with a three month extension or ‘forbearance,’ brokers are still in the dark about what is expected from them.
News analysis: Should brokers have formal qualifications?
Qualified for the job? Fiona Nicolson asks if there should be mandatory qualifications for insurance brokers.
Consumer Duty timeline ambitious but achievable, says FCA
The Financial Conduct Authority has explained its decision to switch from a proposed implementation period ending April 2023 to one ending July 2023 as it revealed the timetable for its new Consumer Duty regulations.
Video Q&A: Achieving quality in the marine space
CNA Hardy recently secured first place in the Insurance Age Marine Insurance Broker Satisfaction Survey. Neil Atkinson, marine underwriting manager at CNA Hardy tells us more.
Profile: Adam Winslow - Winslow’s world
Adam Winslow has been UK and Ireland CEO for Aviva since May last year. He speaks to Siân Barton about his career, the insurer’s plans and shares his view on current market conditions.
Allianz tops Brokerbility insurer service survey
Allianz has been awarded the highest overall satisfaction rating with a score of 74.9% in the latest survey of members by Brokerbility.
RSA’s Mooney commits to simpler, better service for brokers
The MD for UK commercial lines says it is “critical” for the business to focus on how it trades with brokers.
Broking Success: Servicing the super-rich
Sameer Mirza, General Insurance Brokers director, emphasises that reputation goes a long way when it comes to servicing billionaires as he tell us all about working in the ultra-high-net-worth world.
In-depth - The digital age: Don’t miss the digital opportunity
Ben Legg, chief product officer, Open GI, explains why embracing digital is the only route to success
Beazley report urges insurance industry to drop "one-size-fits-all approach"
The study shows it is time for a service rethink when it comes to the insurance relationship as 44% of respondents do not believe insurers understand their business.
Interview: Focus on service
Simon Drew and Mark Wilding lift the lid on why they left Marsh Commercial to form a new venture supported by TL Dallas.
Blog: Regulation, the FCA and value – how to stay on track when choosing products and partners?
RAC's Ian Lloyd discusses why breakdown insurance remains relevant today despite improvements in automotive technology and what brokers need to think about when choosing products for their customers.
Opinion: Bought By Many’s Charlotte Halkett on reasons to be positive about 2021
There is no place for ruthless self-interest in 2021 and businesses should learn from the coronavirus vaccine roll out that collaboration will be key over the next 12 months, says Charlotte Halkett.
Opinion: CDL's Nigel Phillips on how the pandemic is changing the way businesses interact with customers
Beyond self-service: Coronavirus is accelerating the shift to a new era of customer engagement, say Nigel Phillips