Service levels drop as insurers de-skill.
Speakers at the CII conference called for the industry to ensure it has the skills to provide the best service in this time of mergers, says Shona Cronin.
Does the insurance industry have the right skills to contend with theconvergence of the financial services sector? This was the contentious
topic chosen for the key debate at the Chartered Insurance Institute's
conference, held in Harrogate last month.
The resounding response to this question was no, from both the delegates
and the panel, which consisted of: Andy Homer, chief executive Axa
Insurance; Simon Bolam, British Insurance Brokers Association; Andrew
Lund, outgoing president of the CII
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