Tim Ablett's call to the industry to educate the public to "eradicate views that the insurance industry is like a second hand car dealership" was followed immediately by an article in the motoring supplement of The Daily Telegraph. This article confirmed much of what Ablett was saying.

While I find it healthy for us to criticise and debate among ourselves, I am embarrassed when the press and the public come out with the sort of material in the Telegraph:

  • aggressive and intimidating interview tactics

  • nit picking over underwriting material at claim time

  • vindictive terms following a claim

  • delays in every part of the claim process

  • unreasonable settlement offers

  • broken promises.

    This is how the public perceive us and, unfortunately, for them perception is reality.

    Roy Rodger

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