First class travel for all customers

Insurance industry customers demand, and are quite entitled to receive, the very best of treatment, says Paul Maidment but too often they are made to feel like second-class citizens

In many ways we should not be surprised that our market has a cycle. It is as certain as night following day that occasionally someone, somewhere will look to gain an advantage and be opportunistic for short term growth. However, like at this time of the year, the nights are getting shorter. The economics and financial environment of today mean the short term fix of lower prices cannot last long.

Indeed, recent research shows that brokers believe their customers are equally interested in service