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Expert insight, analysis and commentary across the entire protection industry.

Want to Know what customers really think about your Service? Ask a Twit.

by Neil Sharp 15/07/10 Category: Comment

Neil Sharp, Director at Insight Now, discusses the use of new technologies in providing feedback to improve the customer experience Is someone who uses Twitter called a Twit, or a Tweeter… or both? I realised halfway through a meeting with a client this week that I didn’t know the answer to this all important question. My client heads up a large part of a highly regulated business that turns over billions each year and the press hound them relentlessly.  My team and I are helping them to change the company culture to truly put the customer at the centre of…
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Dr W T Hamilton shares his thoughts on GP commissioning

by Willie Hamilton 14/07/10 Comment

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The release of the White Paper on the NHS is yet another step on the near permanent revolution faced by NHS clinicians and administrators. While most of us recognised we were being naive in hoping for a period of NHS stability, I don't think we expected to have such a major change as full-blooded GP commissioning. Will this have an impact on protection insurance? The obvious product that may be impacted upon is PMI. Those of us with long (ish) memories remember the awful time when NHS patients sat alongside private patients in the same private hospital, receiving the same…
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Trevor Davies of Kennedys Law LLP comments on the Law Commission

by Trevor Davies 06/07/10 Comment

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Trevor Davies of Kennedys Law LLP comments on the Law Commission’s consultaion on whether insurers should pay a policyholder for late claims payment Under Scots law, if an insurer refuses to pay a valid insurance claim or only pays after unjustifiable delay, the aggrieved policyholder can also claim compensation (in other words “damages”) from the insurer.  The proviso is that the loss (such as financial hardship) must be foreseeable when the policy contract was entered into. In England and Wales it is different because a policyholder can only claim “damages” for the sum insured (plus interest on the sum assured…
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Why early intervention fails…

by John Gillman 30/06/10 Comment

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John Gilman and Phil Friend share their thoughts on early intervention and why it is not always successful There cannot be an HR Director in the UK who has not had brought to their attention the fact that 'early intervention' can play an important role in returning employees to work in certain cases of sickness absence or disability. Similarly, legions of line managers have been made aware of the importance of managing absence and the processes that need to be adopted in order to do this. Despite all these well-intentioned initiatives, however, in our work with employers and employees we…
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Steve Walker laments the imposition of FSA rule on the PMI sector

by Stephen Walker 30/06/10 Comment

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Leading PMI intermediary and AMII past-chairman Steve Walker laments the imposition of FSA rule on the PMI sector. Will that change now there’s a new team at Number 10?... Back in 2001 the Government received a European Directive from Brussels requiring them to introduce statutory regulation of the general insurance industry by January 2005. The Government, in its infinite wisdom, decided that this was a task for the Treasury who, in turn, decided the FSA was best placed to take this on board. Prior to this the industry had been ably regulated by the GISC (General Insurance Standards Council). The…
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