Ringing the changes.

Outsourcing claims handling to off-site call centres has many benefits for both insurers and brokers. But, Shona Cronin says that outsourcing means more than just claims management.

Outsourcing has become an important weapon for the broker. At a time
when mergers and low rates are stifling smaller players, brokers can use
outsourcing to lower expenses and attain high service standards.


Max Carruthers, director of the insurance services division at Eastgate
Assistance, says: "We deal with all types of business, from the biggest to
the smallest. Interesting situations can often occur, for instance where
there is a two- or three-man band which has a novel marketing idea, but is
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