The Chartered Insurance Institute (CII) gets criticised for everything from focussing too much on insurance brokers to losing exam papers. But when you have a question, who are the people behind the royal charter picking up the phone? Laura Miller finds out...
"Some callers just want a bit of reassurance and clarification. Studying for an exam is a big thing to embark on." Jason Cowan manages the telephone team at the CII's Southwood customer service centre. The day I visit the red brick suburban office, Cowan announces he's recently been off sick, but has come in to explain to "the journalist" what it is his unsung team do. "Our guys are trained to deal with questions on everything across general insurance and advised financial services. They have no idea what the question will be. I have a lot of admiration for them." The ‘guys' are...
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