A survey of European brokers by Goodhealth Worldwide criticised the company's claims and documentation processing systems but backed its product base and marketing strategy.
Goodhealth chief executive Martin Garcia said: "Initially we were rather dismayed by the results. We got responses from many of our key brokers, representing some 25% of our European premium base, and they told that our products and marketing service were excellent but we were clearly falling short on claims and documentation."
The company has decided to tackle the problem head on, he said, by now offering the brokers the firm promise that documentation and claims will be issued within a maximum of 15 days.
The survey showed 84% of respondents believe Goodhealth's product benefits and price were either good or excellent; 88% approval for the clarity and design of policy documents and 74% for promotional material.
But 59% of brokers and agents would like more travel and term products from Goodhealth.
