webinar

How to make your insurance customers love you

Recorded on 29th January  2020 | 45 mins 

Access the recording
The focus of this webinar is to give you the chance the learn from the best when it comes to customer-centricity.
 
In this webinar, we were joined by Mark Evans, Marketing Director at Direct Line Group, and Tracy Bradbury, Head of FNOL & First Party for Motor Claims at RSA, who shared how they leave their customers coming back for more time and time again.
 
We talked about everything from the importance of brand and the impact of culture, to how each of these brands responded to the pandemic and what they had in store for 2021 and beyond.
 
We discussed the importance and impact of putting customers at the heart of your business, what these brands have done differently to win the hearts and minds of their customers, and why things like trust, customer satisfaction and customer recommendations are more important now than ever before.
 
On top of that, we delved into the market level data that sits behind the Consumer Intelligence Awards to get a grip on how customer sentiment has been trending over the last five years. 

Event Speakers

Mark Evans

Mark Evans

Managing Director of Marketing & Digital, Direct Line Group

Mark joined Direct Line Group in 2012 and is responsible for leading the Group’s Marketing and Digital functions. Before joining the Group, Mark held roles at HSBC, 118 118 (now 118 118 Money) and Mars Inc. He is Chair of the Advertising Association’s Front Foot and a NED of LearnEtAl, an EdTech digital learning company. Mark is also co-founder of the School of Marketing which encourages more school children to consider a career in Marketing. 

Mark is a member of Save the Children’s Digital Advisory Board and also a Fellow of the Marketing Society

 

Tracy Bradbury

Tracy Bradbury

Head of FNOL & First Party Claims - Motor, RSA

Tracy joined RSA in 2013, after 13 years at Aviva. She now heads up FNOL and First Party Claims for motor, having previously worked in claims performance improvement and indemnity control. Tracy leads the customer agenda for motor claims and is passionate about creating a culture that delivers great customer outcomes throughout the claims journey.

 

Catherine Carey

Catherine Carey

Interim Marketing Director

Catherine is our webinar chair.

Catherine's career in PR and Communications spans almost a decade, during which time she has worked across a range of industries including healthcare, contract catering and the charity sector. She made her move to Consumer Intelligence and the world of insurance and retail banking in 2018. As a multimedia journalism graduate, Catherine uses her creative skillset to bring topics to life across traditional and digital platforms.

William Hodder

William Hodder

Senior Client Manager, Consumer Intelligence

William joined Consumer Intelligence in 2018 and is responsible for managing the relationships and all things commercial with many of the larger insurers and price comparison websites in the UK and Ireland. His primary expertise is home and motor insurance clients. 

Ian Hughes

Ian Hughes

CEO, Consumer Intelligence

Ian has made it his life’s work to help companies understand how to improve their world by helping them better understand their customers.
In 2003, he launched Consumer Intelligence, a data analytics company that helps businesses fixate on executing great customer strategies, which now operates in 9 countries globally. Ian is a Fellow of the Institute of Direct Marketing, a Best Business Awards judge and an I Love Claims Board member. He is a graduate of Harvard Business School.