Reportage: An open claims book

Demonstrating a dependable claims service can win new clients and guarantee renewals, so why do many insurers continue to disappoint? Liz McMahon investigates sub-standard service

If insurance is a grudge purchase, then the public perception is that insurers are equally reluctant when it comes to settling claims. It might be a generalisation but, on the balance sheet at least, it is inescapable that a claim does equal a cost and the current climate has made this all the more pertinent.

Whether insurers like it or not, their claims service is their shop window and renewals, which are crucial if any kind of real profit is to be made, are heavily dependent on this service