Insurers are sacrificing good service for cost savings, according to speakers at the CII conference.
Groupama chairman and chief executive Pierre Lefèvre said the industry frequently puts cost savings ahead of customer expectations or service.
Lefèvre said: “All the recent focus has been on cost savings and not on customer service. Each time we close a service centre we lose skills and then we end up with unqualified staff.”
Chief executive, commercial insurance at Aon Commercial, David Martin, agreed that insurers' obsession with price and reducing cost has had an impact on service.
