Opinion - accident management: a case of double standards

Clare Ryder tackles two topics that have been the subject of debate recently - deskilling and insurer use of accident management

The use of call centres has undoubtedly made processes slicker, call-handling times easier to predict and workflow management more straightforward. But is it always effective?

Let me recount a story where deskilling, along with the issue of claims costs and inflation in the motor market, came into play.

Early in the New Year, I was stationary when involved in a rear-end shunt by a motorcyclist who lost control and skidded into the back of my car. Thankfully, he sustained minimal injuries.

Howeve