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Richard Adams: The surveys show brokers' disappointment with insurer service. There is criticism of ...
Richard Adams: The surveys show brokers' disappointment with insurer service. There is criticism of call centres, offshoring and a lack of technical skills. Has the industry dumbed down? And, given the pressure on insurers to reduce overheads is there likely to be any change in future?
Cathie Bruce: I think the customers are satisfied with the service they receive. It is clear we have some way to go, and service expectations have shifted dramatically over the past five years. We issued 77 million
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