Insurers blasted for shoddy service

27 May 2014

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

Some 20% of people rate their insurers' communication skills as poor, while nearly a quarter (23%) said they were average, according to management specialists, the EDM Group.

Only 16% said their insurance company's skills were excellent.

When asked why they were unhappy with the service they had received, 43% of insurance customers said it was down to how long they took to decide whether or not to cover a claim, while 22% said it was due to the difficulty they had in trying to speak to someone.

More than one in 10 (14%) said their insurer took too long to find the correct information and 5% said the communication channel used by the insurer was not the one the customer wanted to use.

However, 67% of those working in the insurance industry think that the situation will improve in the next three to five years as companies get used to dealing with growing amounts of data and information.

Quality service

Craig Campbell 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."

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