Ringing in the changes
Legal expenses insurance is still a growth area, but as Frank O'Malley explains, call-centres may represent the most cost-efficient way to expand
Although the most optimistic market predictions of legal expenses insurance (LEI) becoming an automatic feature of all personal insurance products have yet to be realised, the significant growth that has taken place suggests that we are moving in that direction.
From a specialist, stand-alone niche product in the early 1980s, the market is now worth around £100m. However, the reductions in available capacity, product pricing and costs controls, and the perennial problem of customer awareness
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