Reportage: Exemplary service

Insurers take a kicking over claims service so often that one almost starts to feel sorry for them. Many of them are big lumbering beasts and it's easy for nimble broking firms to poke sticks at their insurer partners and bemoan the service they and their clients receive from them. But there is an argument that if brokers feel that strongly about it then they should do something to improve the situation. Like, I don't know, handling the claims themselves?

One broker that has done this to great e