The insurance industry could face a public relations disaster if it maintains an across-the-board stance of rejecting claims under business interruption policies during the coronavirus pandemic. The situation appears to be worsening thanks to the actions of several firms that have clear terms including pandemic coverage, but which are nevertheless refusing to pay apparently valid claims.
Digital channels have long been reshaping our human connections, but the coronavirus crisis means businesses are suddenly faced with a new reality: a near-total reliance on online communications. This is prompting a deeper and nuanced social-first approach.
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