'Worst it's ever been': Protection advisers lament insurer service

‘Creaking systems’ and lack of investment under the spotlight

clock • 4 min read

Kevin Carr looks at the current state of protection adviser/provider relations, exposes the frustrations and lays out how the situation can improve…

When talking to protection advisers this year you might expect the conversation to be dominated by Consumer Duty. Or interest rates. Or the cost of living crisis. But it isn't. Not even close. The subject they are all talking about with ever-increasing frustration is insurer service levels. "It's the worst it's ever been". "The worst I've known in my career". "What used to take weeks is taking months". "Claims need to sit at the highest seat of the (insurer) table and at present this does not happen often enough." These are just a few comments from business leaders in the ...

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