Insurers getting better on after-sales service - ABI

In its latest Customer Impact Panel Report, the ABI says customer care after the initial sale of a product is improving, though it notes insurers have made little progress in improving their written communications with clients. In the latest survey of firms' customers, representing around 84% of UK insurance business, 42% rated their after-sales service in 2008/09 as ‘excellent' or ‘very good', up from 41% a year earlier. Customer services centres were found to be effective by 52% of consumers, wheras written communications continue to lag behind. Insurers also failed to meet consu...