Insurers are turning away millions of pounds of potential business by failing to respond to customer enquiries, according to research by Siebel Systems and Microsoft.
The report, British Business: Customer Response Health Check, found that 32% of insurers failed to respond to an initial enquiry by sending the requested information.
33% of the companies surveyed failed to send a personalised letter with the information they provided.
Steve Rogers, UK MD for Siebel Systems commented: "UK companies need to sit up and take note of these 'Customer Response Health Check' findings. Most organisations tell us that customer responsiveness and customer satisfaction are high on their agendas."
He added: "These organisations are potentially losing customers by simply failing to respond to enquiries. I can't believe the management teams of these companies will view this as acceptable - our findings show that they are clearly missing the mark."
