No place like home
Q. Increasingly frustrated by the (lack of) insurer service from overseas call centres, can we insist on UK-only offices as we are not convinced people are properly trained to understand our needs?
You have raised some difficult issues for which I can only give the briefest of responses here.
The issue is more of a commercial relationship one than a regulatory one. Depending on your trading relationship with the insurers concerned, you can discuss and review service standards, how the contact centre is adversely affecting your business and costing it money. Your ultimate sanction could be to cease trading with the offending insurer(s), but I suspect that could be an equally unpalatable
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