Practice makes perfect?

When Royal & SunAlliance scrapped Broker Division in 1998 and set up
a new commercial lines operation with a divisional structure, senior
executives pronounced that commercial brokers would start to receive a
better service from the company. Unfortunately, many did not see any real
difference and, for some, things got worse.

Brokers told RSA there were too many separate departments and offices for
them to navigate their way around. Others said they would dearly love to
do more business with the

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