Websites and supermarkets have stolen march over brokers

Broker Lockton International’s chief executive Julian James called on the industry to improve levels of customer service.

Speaking at the Insurance Times Broker Forum, James said that insurers had wracked up an appalling record in focusing on the customer.

He pointed out that the FSA had registered 300,000 customer complaints against insurers in the first six months of the year.

“Despite everything we say as an industry, we have not done – and continue not to do – a good job on focusing on the customer."

James attributed the success of the supermarkets and the digital industry over the past ten years to their increased focus on the customer, and called on the insurance industry to follow their lead.

He urged insurers and brokers to change corporate cultures and attitudes, improve staff knowledge of customer needs, and increase incentives to improve customer service.