Brokers warn insurers: shape up
A study of commercial insurers' service to UK brokers has shown large-scale dissatisfaction with the big players, writes Peter Joy.
In a report by Insurance 360 - a research unit established by PB's publisher, Incisive Media - intermediaries graded insurers on seven aspects of service. Their feedback showed frustration - as ever - with poorly-staffed and badly-managed call-centres. The seven largest insurers in our study were all identified as serious offenders in this area.
Time wasted hanging on the telephone caused much resentment, especially when the staff member picking up the call has to refer it onwards. The trouble
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