The arrogance of it

I found myself asking why insurers are so arrogant recently when we changed insurers on one of our policies. We were happy with the lower premium - in exchange for a higher excess - but were not so happy when the insurer told us how we should be handling our claims and which suppliers of professional services we should be using.

The arrogance with which they waved around copies of their service standards for suppliers was astounding. We showed it to our existing suppliers and they just laughed at the poor expectations they had of the firms on their preferred list and would not sign up to such a document without setting significantly tighter standards.

It took the intervention of our broker to eventually agree a package that included delegated claims-settlement authority and the right to appoint our own suppliers within that authority.

I valued the insurer's knowledge and expertise, especially with major claims, but felt that it did not similarly value the expertise I had in my own business, let alone the relationships I had with key suppliers.

Over the years, I have read and listened to suppliers moaning about the arrogance of insurers and have felt that, to a certain extent, they would say that, wouldn't they?. Next time I will listen with a more sympathetic ear, having experienced that arrogance first hand.

An insurance buyer, Name and address supplied.