Treating customers fairly (TCF)
Blog: What is Amanda Blanc’s legacy at Axa as she heads to Zurich?
Following the news yesterday that Amanda Blanc is to leave Axa to join Zurich as its CEO for Europe, Middle East & Africa, Jonathan Swift looks back at her time at the French insurer and assesses her legacy
Editor's comment: Media matters
My name is Stephanie Denton and I am a social media voyeur.
Career File: Marshall Bailey
Bailey named as chair of the Financial Services Compensation Scheme
Analysis: Insurers torched on Twitter over Liverpool Fire
How social media influenced the response of insurers to the Liverpool fire
Ageas's François-Xavier Boisseau on fake pricing scandals
Insurers do not quote racist premiums, writes François-Xavier Boisseau, CEO insurance at Ageas UK, urging the sector to better educate the public on how pricing works.
LV's Martin Milliner on delivering the insurance promise
Some insurers waited until their policyholders' frustration made the headlines to give some comfort after the Liverpool car park fire, regrets Martin Milliner, director of claims at LV, urging the profession to deliver on its promises in order to build…
Allianz's Simon McGinn on treating customers, and their data, fairly
This year will see changes to how companies can use people's personal data and Simon McGinn, general manager for commercial and personal at Allianz, believes this is time to perfect the treating customers fairly mantra.
A-Plan's Carl Shuker on ending dual pricing in personal lines
Those loyal to their insurer are probably paying more than they should. Carl Shuker, CEO of A-Plan, believes it’s time the market took a bold move to address the problem
Legal Update: Conflicts of interest in the insurance distribution chain
As they prepare for the Insurance Distribution Directive, insurers and brokers need to be wary of conflicts of interest, which the Financial Conduct Authority has been monitoring closely, explain Roseyna Jahangir and Juanita Morrison, associate and…
Research: Focus on fraud
What does a Greek merchant in 300BC delivering corn on a cargo ship have in common with nearly one-tenth of today’s UK population? The answer is insurance fraud. Michèle Bacchus takes a closer look.
Spotlight: Vehicle hire: What is best practice for today’s insurance market?
A positive customer experience is never more important than at the point of claim. James Roberts, business development director for insurance at Europcar UK, explains how following best practice in replacement car hire can create this.
Blog: Don't turn your back on fraud-busting tech
Fraudsters never rest and Lior Koskas, managing director of Digilog UK, urges the industry to remain open to sharing in the latest risk identification tools and continually review procedures for fraud.
Ageas' Andy Watson's wish list for returning MPs
As goverment returns to business, Andy Watson, CEO of Ageas UK, reminds MPs that there are still three major areas of policy affecting insurance that need to be properly addressed before insurers can begin to control and then reduce customer premiums.
Analysis: Pet insurance: fetching data
Customer profiling is key to accurately assessing insurance risk, capturing fraud and improving the pet owner’s insurance experience
Analysis: The truth behind the broken system of dual pricing
The industry has faced sustained attacks in recent months for its ‘shameful’ practice of raising rates for loyal customers, with one newspaper calling for the government to ‘punish the insurance pirates’.
Insurers at risk of losing two thirds of previous customer data due to GDPR
Insurers will have to delete two thirds of data that they hold on customers and risk losing a vital sales pipeline under the General Data Protection Regulations that come into place on May 2018, according to research from Consumer Intelligence.
Brokers: The unbearable weight of regulation
Brokers are becoming increasingly frustrated with the Financial Conduct Authority, citing rising compliance costs and an overbearing regulatory regime as hurdles to growth and innovation
C Suite: A Plan's Carl Shuker on advised and non-advised sales
The internet is, of course, most of the time, a force for good, but is it driving down the quality of what we as an industry offer our clients? Carl Shuker, CEO of A-Plan Insurance, investigates.
Editor's comment: Do you have our loyalty card?
I got a ‘call’ from my mum the other day. I mean I speak to her every day and she only lives half a mile away but this was one of those ‘could you please do something for me?’ calls.
Claims Club: Importance of loss adjusters must increase for UK to regain status as pre-eminent insurance market
Insurers need to cut out bureaucracy, the role of lawyers has to be reduced and importance of loss adjusters increased if the UK is to regain its position as one of the world’s pre-eminent insurance markets.
Ethics moves into the mainstream
David Thomson, CII Director of Policy & Public Affairs, predicts a larger role for ethics within the industry as the regulator focuses on cultural reform
Managing General Agents: Tightening up
Most sectors of the insurance industry audibly groan when presented with the possibility of increased regulation – so why are managing general agents welcoming the prospect?
Expertise in Action: Broker: Preferential treatment
Few clients are interested in commission disclosure, however, the issue of preferential treatment for brokers that produce the most business for insurers could soon face regulatory scrutiny.
Broker complaint handling under spotlight
The European Insurance and Occupational Pensions Authority has today launched a public consultation on guidelines regarding complaints-handling by insurance intermediaries.