Claims, you shall go to the ball

The "customer experience" seems to be the phrase of the moment in many of the world's life, critical illness and disability insurance markets as the industry wakes up to the need for service as a differentiator in a competitive world, where products are largely commoditised and homogenised. The claims function has made some progress in recent years, albeit patchily and with huge variation between companies. But it has often been the last area to get the attention of senior management and the investment that goes along with their focus. In some ways, this is understandable in the curre...