Customer service
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
UK Broker Awards – Meet the Shortlist – Customer Service Award
Meet the impressive brokers who make up the shortlist in one of the most competitive categories at the UK Broker Awards.
Ageas hunts new distribution chief as Middle makes first moves as CEO
Ageas’ new UK CEO Ant Middle, pictured, is reintroducing a group wide distribution director as part of his first major moves since succeeding Andy Watson in April.
Insurance Covid Cast – episode one: How has the industry’s reputation been impacted by its handling of the coronavirus epidemic?
In the first of a new series of video casts brought to you by Insurance Age and Insurance Post whilst our journalists are in isolation lockdown we discuss the sector’s response to the Covid-19 pandemic and what lasting impact it might have on its…
Diversity and Inclusion in Insurance Awards winner: Covéa
Following last month's Diversity and Inclusion in Insurance Awards, we caught up with all the winners. Today, we talk to Lisa Meigh, director of HR & learning at Covéa, about the insurer's win in the Staff Empowerment category.
Una Conference 2019: Brokers should think strategically on client interaction
Behavioural economist, Mark Pittaccio, said that having a conversation with a broker is a shortcut for clients, as they may not read the entirety of their insurance policy wordings.
Una Conference 2019: Insurance sector ripe for Uber-level disruption, warns Tim Ryan
The executive chairman of the Una Alliance told conference attendees that they need to ensure they understand changing buying decisions and new types of consumer.
Blog: How tech-enabled payment options can assist commercial brokers
Sharon Bishop, CEO of Close Brothers Premium Finance, explains how the company's Payment Services is helping to assist brokers and customers alike.
Revenue falls at Hastings amid rising claims inflation
Firm said it would apply price increases to keep its full-year loss ratio within target.
Broker Week: Five reasons why your brokerage should be digital
The Digital Age of Insurance is here. For those who seize the opportunity of digital transformation, a substantial reward awaits.
Falling business volumes have not dampened insurance sector optimism, PwC and CBI report
A survey by the organisations points toward M&A activity as the source of such positivity.