For better or worse?

The lines have blurred over what indemnity really means, as many of the services offered to customers often place then in a better position than before the incident occurred. However, where does indemnity end and betterment start, asks Trevor Webb

Several decades ago, if an insured driver had an accident and their car was off the road, chances are they would simply have had to 'make do', and use public transport to get around. Fortunately, the insurance world woke up to the need to improve this, and today it is likely that the driver will not only get a replacement vehicle while their own is being fixed, but will possibly get a newer, bigger and better model.

No one would argue with the need to deliver good service and value to consumers