Bridging the gap

Swinton’s Anne Kirk argues that helping customers get informed about insurance is the key to retention.

It’s fair to say that insurance cover isn’t always the easiest thing in the world for consumers to understand – something the insurance community hasn’t always helped to address.

Though policyholders should always be encouraged to do their due diligence when buying cover, the onus should be on brokers and insurers as the experts to make it as simple as possible.

Not doing so can lead to customers not understanding their cover, which can mean dissatisfaction and unhappiness in the event a