Advisers express criticism towards claims handling service levels

Findings from the Defaqto Protection Services Review 2023

John Brazier
clock • 4 min read

Defaqto’s annual protection adviser sentiment survey has found dissatisfaction over claims handing and administration levels among intermediaries is persisting.

According to this year's Protection Services Review, surveyed advisers once again ranked claims handling and administration as the most important service from protection providers, rated an average of 4.73 (out of five), followed by new business processing (4.69) and underwriting services (4.68). However, when compared against its weighted satisfaction score (75%), claims handling and administration was viewed as the most under-performing area under review by surveyed advisers, some 21 percentage points below par, indicating that "despite the industry's best efforts this is still an area...

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