Rise of the internet


The rise of the internet is undisputed, and ubiquitous access from a plethora of smart devices with faster 4G connections means that consumers’ expectations around the tasks they can complete online, any time, anywhere, are accelerating rapidly. In this environment, the issue of online retail and its relationship with personal interaction (whether in-store or over the phone) is being hotly debated in all sectors.

Insurance is no different. For the past three decades, personal lines have been dom

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