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.
