Once again, I have had to take the time to explain to a prospective client that the "All Risks" cover they enjoy under the wording of their current brokers Register of Insurance does not in fact cover ALL risks. The exclusions are numerous.
Why oh why do we continue to use this outrageous phrase, which serves only to mislead the customer and consequently tarnish our good profession. Consumer groups are constantly beating us with the "small print" stick and the use of such an outdated and factually incorrect term only adds fuel to their fire.
Let's get together and devise a more accurate phrase – perhaps readers would like to send in their ideas.
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Simon A Brown
senior account handler
R K Harrison Insurance Brokers
Bedford
We do not want service decline
In response to Keith Curling's comments (Insurance Times, December 2), I would like to clarify certain matters.
It is not a "PCS survey". The report was commissioned through a specialist insurance research company and only senior claims management were interviewed.
Although one of the findings related to many insurers putting price first, we do not advocate a decline in service. A glance at our advertising will show that our adjusters' quality of service and ability are the main selling point.
It is not very constructive to shoot the messenger. It maybe "unbelievable" to some but it is a fact, albeit worrying, that the survey showed price to be a dominant factor in a large number of insurers' selection and retention criteria for adjusters. There were also many other findings, which are currently being investigated, regarding other issues adjusters need to consider.
We also pride ourselves on a focus on quality and service, which is why we are proud that enough people who have used us voted for us as top loss adjuster. This does not change the fact that the market seems to have a mixed vision of the ideal claims service.
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Marc Donfrancesco
marketing manager
PCS
Give the BDMA some respect
I wish to address my concern at the air of malaise and suspicion towards the British Damage Management Association that I have detected in the pages of the media over recent weeks. As someone who actually attended the launch, I would like to applaud the magnanimity of the founder members in overcoming personal differences in a fiercely competitive marketplace to convene for the ultimate benefit of the customer by devising a proposal for regulating the fire and flood restoration industry.
To use the analogy touted at the launch, no one in need of legal assistance would go to his mate Bill down the road who happens to know a bit about it: they would approach a qualified and certified professional. This is what, as I understand it, the BDMA is seeking to achieve: an association of qualified, certified restorers to whom insurers can turn with confidence on behalf of their clients. This is the agenda, nothing more clandestine.
I am sure these founder members have devoted much time and effort to producing these initial proposals for the BDMA and, furthermore, that much work still remains. I would therefore urge the insurance industry to encourage the BDMA and contribute to its efforts. Surely the intentions of the BDMA can, at the end of the day, only benefit the customer. For that reason alone the BDMA deserves a more positive press.
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Emma McKenzie
Harwell Drying and Restoration Services
GISC is making real consultation
May I take the opportunity to refute the assertion of Mr Harris (Insurance Times, December 2) that the GISC is not engaged in a genuine consultation exercise.
I have said publicly on many occasions that the Board of the GISC has not adopted any irrevocable position. An industry initiative such as this clearly deserves a considered response to the proposals from all interested parties.
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Chris Woodburn
chief executive
General Insurance Standards Council
Green Flag data is ringfenced
The recent DAS Bulletin magazine, distributed with Insurance Times, carried an article which made reference to the Direct Line purchase of Green Flag and could have given the impression that DAS is assuming that Green Flag policyholder details would be passed to Direct Line.
Ian Chippendale, group chief executive of Direct Line, has asked me to make it clear that DAS accepts his assurances, also recently published in Insurance Times, that in fact Green Flag data will be ringfenced.
I am pleased to do this.
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Paul J Asplin
managing director
DAS Legal Expenses
Bristol
