Latest headlines

Opinion

What a telecoms giant can teach the insurance industry

Like tech giants disrupting markets before it, O2 has entered an industry many considered beyond its expertise. But this has given it an edge. In essence, O2 has been able to start from scratch and ask itself a question centred on driving new and improved experiences for customers and agents. [...]

7 March 2017

Independent study reflects Ombudsman concern over claims handling

research discovered that the issue of greatest importance for consumers, when it comes to claims, is customer experience. Almost half (42%) of the 2,000 consumers surveyed cited customer service reputation as one of the main factors they consider when choosing an insurer – whilst just 20% said they would always choose the insurer that paid out the most claims. [...]

17 June 2015