Staying flexible

In the 21st century, society has increasingly placed a greater emphasis on the importance of good service. In an age when time is literally of the essence - and people's demands are increasing in size and urgency - the insurance industry often appears to lag behind. But while the need for good service has never been so high, the insurance industry is outdated in its approach to such an important issue. Andy Milburn, IFA market manager at Royal Liver, likens the concept of service in the industry to a deflating balloon. "Have you ever squeezed a balloon that's not quite burst yet but tha...