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Article: The truth is, there's prof it to be made.(News)
- Article from:
- The Mail on Sunday (London, England)
- Article date:
- May 31, 2009
CopyrightCOPYRIGHT 2009 Solo Syndication Limited. This material is published under license from the publisher through the Gale Group, Farmington Hills, Michigan. All inquiries regarding rights should be directed to the Gale Group. (Hide copyright information)
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Byline: Lisa Buckingham EDITOR, FINANCIAL MAIL
THERE is nothing like a bad claims experience to drive customers into the arms of the opposition. Any fool insurer knows this. And most attempt to make a commercial advantage of their claims-handling prowess.
Yet this industry still refuses to accept the case for publishing the complaints its members receive and the speed and efficiency with which they are handled. Why? Walter Merricks, chief financial ombudsman, in his annual report last week, noted that there was 'nothing to prevent businesses publishing their own complaints experience'.
Behind the scenes, the ombudsman is tearing his hair out at ...