Pulling in the same direction

Claims handling remains a central issue for the insurance industry.

The changing market environment, new competition, constant consolidation, regulation and dealing with skill shortages have all served to put increasing pressure on claims service quality. Policyholders and their advisers, however, insist there is no room for compromise.

Successful brokers pay careful attention to the claims process and aim to be securely in the driving seat when looking out for their clients' interests. Here,

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