Opinion: Eliminating the expectation gap

Peter Blanc

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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