The focus of this session will be on cost-of-living, with the Covea customer experience team providing some key insights into their research during the past 6 months as to the impact of rising costs, including the increased risk of propensity to commit fraud.
By the end of this Insights, attendees will be able to:
- Summarise the current state of the Household and Motor market
- List the main challenges around the cost-of-living crisis
- Explain how an insurer is addressing these challenges in order to provide best customer outcomes
Steve Cowley is a Senior Distribution Manager within the Covea Personal Lines team . With over 20 years’ experience in the personal lines sector, Steve is responsible for working with Covea’s leading intermediary partners across Motor, Home and Private Clients.
Vicki Leech is Senior Customer Experience Manager and has worked within the insurance industry for 25 years. She leads the CX team at Covea Insurance which incorporates journey mapping, UX, customer communications, voice of the customer, vulnerability, and regulation.