FSA gives verdict on claims review

The Financial Services Authority (FSA) said it was encouraged by a recent survey of insurers' retail claims operations, after around 90% were found to "nearly" or "always" meet service standards.

Despite this, two out of every five claims operations are failing to keep policyholders informed of progress with their claims. Alison Hewitt, head of the FSA's retail firms division, explained that having carried out 34 questionnaires in November and nine follow-up visits, the responses were encouraging

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