Poor communication from insurers weakens the industry

What has happened to the efficient service we used to get from insurance companies? What should be a short, simple phone enquiry entails "we may record your call" and, if you require X, please press a number that takes you to another such exercise - sometimes involving letters of the alphabet - that eventually results in "Sorry, all our operators are busy, your call is important to us, please continue to hold"!

It is commonly a week or more before letters, even a fax requiring a response, receive attention. In a recent case, a prominent insurer was written to in October 2003 and, despite subsequent letters, faxes and telephone calls, we cannot get the necessary response concerning the cover the insurer is providing.

However, should brokers be a day late in settling an account it is treated almost like a criminal offence.

All the major insurers have an accountant at the head, but it would seem that little thought is given to underwriting concerns. No wonder they are succumbing to takeovers by foreign companies; it could never have happened 20 years ago.

A delegated authority broker, Manchester.