No questions asked?
The industry's desire for a quick and easy renewals process toenhance service is leading some firms to fall foul of the FinancialServices Ombudsman. Jon Guy explores the growing regulatorydissatisfaction with the 'just-do-nothing-to-renew' approach to customerretention
The industry is quickly discovering that if it thought businessacquisition was tough, renewal is becoming a bigger problem - and not justsimply in terms of retention. The Financial Services Ombudsman is beinginundated with complaints about renewals, and recent cases have found thatthe intermediary plays a vital role in many of the issues.
One recent case hinged on an assurance by an intermediary that a certainitem was covered, despite the original policy stating that the item wasexempt from
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