Blog: Demand a better claims experience for clients

Lorega’s Neill Johnstone calls on brokers to apply pressure to providers to improve the claims experience for SME clients.

It has been over two years since the Financial Conduct Authority (FCA) published the findings of its thematic review on the handling of insurance claims for small and medium-sized enterprises (SMEs).

Sadly, even two years on, little seems to have changed.

The review revealed a lack of consistency in the way the insurance industry worked to meet the interests of SME customers, with evidence of unfair treatment of customers, the impact in cases of underinsurance, poor communication and a lack of