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05

Insurance firms urged to improve communication with customers

Open-access content 29th May 2014

One in five people who have made an insurance claim believe they were let down by poor communication, new research has revealed.

A poll of 2,100 people by information management firm the EDM Group found that 20% said their insures' communication with them during their claim was poor, while 23% rated their insurer's communication skills as only 'average'. Just 16% said they were excellent.

Of those people who were unhappy with how their insurers communicated with them during the claims process, 43% said it was because they took too long deciding whether or not to cover their claim.

A further 22% who said they found it difficult to find someone to speak to, while 14% complained that their insurer was not quick enough in finding the relevant data on them.

Craig Campbell head of insurance sector at EDM Group, said: 'Having access to the right information quickly is key to insurers offering customers quality service.

'The challenges here are growing because insurers have to deal with a growing amount of data and information, and also come to terms with the growing channels of communication their business partners and customers use.'

According to a separate EDM survey that polled 153 UK insurance professions, 67% believe that the quality of data and information held by insurers will improve over the next three to five years.

This article appeared in our May 2014 issue of The Actuary.
Click here to view this issue
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Topics:
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