Summary
THERE is nothing like a bad claims experience to drive customers into the arms of the opposition. Any fool insurer knows this. And most attempt to make a commercial advantage of their claims- handling prowess.
Yet this industry still refuses to accept the case for publishing the complaints its members receive and the speed and efficiency with which they are handled. Why? Walter Merricks, chief financial ombudsman, in his annual report last week, noted that there was 'nothing to prevent businesses publishing their own complaints experience'.See the full content of this document
Extract
The Truth Is, There's Prof It to Be Made
Behind the scenes, the ombudsman is tearing his hair out at such shortsightedness. At a time when consumers are seeing the value of their homes fall, their share portfolios under water and their...
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