All for show?

Service issues are never far from brokers' minds, and recent years have seen insurers' performance coming under special scrutiny. If initial problems arose from industry consolidation, the decimation of regional branch networks and a haemorrhage of skills and experience from insurers' service proposition, those concerns have not been removed by the efficiency gains that resulted.

The severest critics suggest service failings handicap brokers' new business efforts through lack of access to

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