In Depth: Insurer messages get ‘lost’ as brokers lament lack of face-to-face contact

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Regional brokers have voiced their concerns over the rise of home-based insurance staff and increased use of email and phone contact by insurers, which is affecting their understanding and overall service. Taking a look at the regional offices of Post’s top 20 insurers, there are noticeable gaps in South West England, Northern Scotland and North Wales. In recent months, RSA became the latest high-profile insurer to announce a regional head count reduction, as part of its 'optimisation plans