Handing over the reins

Most brokers would stress that their core competencies are managing client relationships and placing insurance, but there is a growing acceptance that claims handling is playing an increasingly pivotal role. After all, brokers rely on client relationships. It is not until a client makes a claim that they see how their policy functions, and the way it is handled could mean the difference between a happy customer or a disgruntled one.

But besides holding the customer's hand throughout the claims

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