The seeds of change

It does not seem so long ago that when claim settlements were being negotiated, local brokers were a force to be reckoned with. Brokers were a key part of the equation and always needed to be kept in the loop. It was also not unprecedented for a broker to express concern to an insurer that the adjuster might have been acting, shall we say, with too much 'fervour' in their approach.

In those days, the insurance industry was relatively fragmented. Supply chain management and national framework

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