Opinion: Eliminating the expectation gap
Aston Lark’s Peter Blanc explores how brokers can overcome one of the biggest obstacles in insurance – customer expectation and the reality of claims
Every time an insurance policy fails to pay out to a policyholder who has submitted a claim there is normally a very good reason.
Most underwriters boast that 95% of claims are settled in line with customers’ expectations, and only a small minority are declined – either the claim simply wasn’t covered or the policyholder did something to invalidate the policy.
The news that a policy is refusing to respond is often met with incredulity, anger and frustration. The anger comes from the
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