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Insight Library

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June 2, 2020,

Bill Gilbert, Executive Director, Riverside

Insurers: How customer communication can protect your business in the current crisis and beyond

There’s no doubt the global pandemic is presenting tough challenges to insurers around the world. Beyond sudden spikes in claims costs, some companies are now reporting falls in new sales as the economic impact of Covid-19 bites. Firms need to take action right now to protect and support business throughout the downturn. And to be sure they’re ready to make the most of the eventual recovery when it comes. For insurers, this should include additional focus on existing customers. In such difficult times, it’s more vital than ever to provide the reassurance those customers need to support them.

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March 11, 2020,

Bill Gilbert, Executive Director, Riverside

Insurers: How you can delight your agents and intermediaries – using targeted customer communication

Often, insurers were concerned that proactive contact with any of the intermediary’s clients would inevitably damage their relationship with that intermediary, especially if the contact involved any kind of selling. But the fact is customers welcome relevant, helpful contact direct from their insurance company – especially when the contact includes an offer of further insurance cover that’s valuable and tailored to the individual.

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January 8, 2019,

Bill Gilbert, Executive Director, Riverside

Insurance companies: Could you reduce policy lapse rates by 12%-30% through customer communication?

It’s often said that the key to every successful relationship is good communication. And that certainly includes relationships between companies and their customers.

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