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November 2013

Lucian Camp considers how to serve the mass market

06/11/13

I’m delighted to hear news from Mr Le Beau of an imminent initiative in offering Income Protection to lower-income families, and I hope it will be a great success.  If it is, it will do something to improve one of the oddest and most unsatisfactory aspects of today’s financial services market:  the fact that there are currently no clear and widely-accepted ideas about how the mass market can successfully be served. This is certainly true in individual protection.  These days there’s fairly general agreement that face-to-face is too expensive, but remote execution-only doesn’t work (“Remember, life assurance is sold and…
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Personal Touch Claims Handling By Michael Kelly CEO, FINEOS Corporation

06/11/13

A number of multi-national organisations we have been speaking with recently have intensified focus on their customers and have instigated several customer-centric initiatives to put the customer front and centre in everything they do.  It seems a pretty obvious and fundamental thing to do but sometimes we lose sight of what impact an activity or initiative in a large organisation might have on our customers.  We are all aware, being customers ourselves, that (due to Facebook, Twitter, LinkedIn, Pinterest, and so on) our expectations have shifted in how we deal with service organisations.  We want ready access through multiple channels…
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