CII responds to Which? report

"Supporting good customer outcomes goes to the heart of what it means to be a member of the insurance profession, and is central to building public trust and confidence. The latest research conducted by Which? shows that failing to communicate clearly with potential customers at the point an insurance product is purchased can lead to disappointment and frustration when a claim is made. Insurers also need to reflect on how they can show greater compassion to customers when they are at their most vulnerable, offering support and flexibility as well as swiftly providing any financial redress that is due. The evidence from the CII’s Public Trust Index clearly shows that there is an expectation gap between consumers and insurers that needs to be filled, and all firms should consider what action they might take in light of these and other examples of poor customer service to build trust and benefit society more generally.”