Brokers should shake up the service arena
I write in response to the feature 'All for show?' (Insurance Age, November, pp29-30). Brokers are b...
I write in response to the feature 'All for show?' (Insurance Age, November, pp29-30). Brokers are becoming concerned over the poor service they receive from insurers. Insurers generally focus on delivering shareholder value as their primary goal, forgetting that if they deliver real customer service, shareholder value will follow. In particular, insurers' preoccupation with cost-cutting - to redress the cost of the increased commissions they have paid to consolidators - impacts on the service
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