Annuity assessment

What are the main areas where annuity providers fail customers i.e. transfer times, communication? What progress has been made and what more can be done? The biggest area where annuity providers fail customers is, without question, on transfer times, especially for closed life offices. This is one example of where the principles of treating customers fairly are yet to penetrate into the fabric of the providers' structure. The ABI has previously issued a statement of best practice on maturities which contained recommended timescales for transfers between providers but to date they don'...