Putting the 'service' back into financial services

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Professional Adviser
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Life offices should already be under no illusions that they must improve service levels but, says John Enos, managing director, marketing of The Hartford, now the sector must go one step further

Ask any adviser what the key issues are facing their business and invariably poor service from insurance companies will be near the top of their list - just read some of the results of the preceding RealAdviser Report. This will come as no surprise to advisers, who have consistently argued they have to spend far too much time and energy quality-checking the service outputs from insurance companies. At a time when the industry needs to become more efficient and customer-centric, significant cost is driven into distributors through providers' poor quality and inefficient service models. Advi...

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