How COVID-19 has changed uptake and demand for virtual adjusting technology.

The last year has presented an opportunity for businesses from every sector to re-evaluate the needs and expectations of their customers.

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What’s the key to a successful claims experience?

Our flexible chatbots and our mobile technology cuts out unnecessary communications whilst capturing information to create an ‘electronic notification of loss’ (ENOL) when an incident has occurred.

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It’s time to remove the stigma associated with apprenticeships

With learning and development budgets cut short for firms across the UK, using the apprenticeship levy to upskill people should be an essential part of any insurance firm’s strategy.

Watch our webinar on how to make the most of the apprenticeship levy.

Moving towards digital learning in insurance

Alongside its ability to continue during a pandemic, the flexibility offered by digital learning is a major benefit. Employees can dip in to learning when and where it suits them, rather than at a set time and place that may not be overly convenient. We partnered with Insurance Post to understand how the pandemic has impacted the insurance industry’s learning & development strategies.

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Never underestimate the true value that your employees bring to your CX programme

As companies strive to automate more processes, how much do customers value the personal touch? Isn’t it all about price? Won’t a shorter queue wait time have a more positive impact than great Contact Centre Agents? And isn’t it easier (therefore better) to be able to sort issues online or via an app?

These are all questions worth asking and a good Voice of the Customer (VoC) programme will provide the answers and help highlight what matters most to customers.

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As an industry we cannot afford to rest on our laurels or lose the momentum which has been built over the past 12 months. We will ultimately return to face to face interaction, and the concentration of talents and the benefits it will bring. However, it cannot be at the expense of the pace of modernisation which has delivered major improvements and efficiencies and has the potential to deliver much more.

COVID-19 has created the need for agility as the market seeks to define the new normal

In the post Covid-19 world, the need for greater agility and responsiveness will redefine the way brokers and underwriters will be required to operate. Firms need to become more agile and embed an agility to respond into their operational systems.

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Keeping an eye on emerging risks is as important as ever

Brexit remains a risk for the market and the firms which operate within it, as many companies still do not fully understand the threats they face from the UK’s departure from the European Union in areas such as reverse branching.

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