Analysis

Briefing: Listening to brokers’ concerns on service a vital first step for insurers, but action must follow

By 2023-05-17T11:09:00

customer service

‘Listening and learning is the first step – now the more difficult process of improving service levels must begin’

Speaking to brokers at last week’s (10-11 May 2023) Biba conference in Manchester, there was one overarching answer provided when asked what their biggest current challenge was – insurer service.

This has been a theme of the broker market since the pandemic, with many brokers anecdotally reporting that both access to decision makers and the speed of decisions has diminished as their contacts increasingly worked from home.

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