Last month, the COVER Insight research revealed that poor service levels have forced many advisers to turn their backs on Norwich Union. In general, are industry service levels below expectations? What can be done by insurers to ensure that this does not continue? Do advisers have a role to play in this too?
Market views Phil Hull, Sesame It does not surprise me that some advisers are currently turning their backs on Norwich Union as its service issues are well documented within the industry. Paradoxically, there are now signs that Norwich Union has addressed those long-standing problems and improvements are beginning to show through. The bigger issue is that for too long advisers have focused solely on price for protection business, rather than looking at a whole range of factors, like claims handling and accuracy in their considerations. If advisers would become more discerning over s...
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