Outsourcing back on the agenda
The debate over outsourcing is cyclical, but this time round it could be different, explains Derek Coles
The annual results round this year for UK insurance companies gave little cheer to hard-pressed chief executives, especially in personal lines. Intense competition, reducing investment returns, a regulatory headwind and a permanently soft market, make profitable growth a tall order. And to cap it all, customer demand and expectations for high quality speed of resolution and service is increasing all the time, both on the sales and service side, and when they need to make a claim.
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