Is consistency the key to service success?

The first Insurance 360 research proves interesting reading (see pages 14 to 17) in that the results highlight that big " or for that matter old and encumbered with legacy systems" does not necessarily mean bad when it comes to broker service. But often it appears to be the case.

One thing that could be strongly argued, however, is that consistency at the top and in strategic direction may help even the largest players, something Aviva proved was not on its agenda with the sudden departure of Igal Mayer and the decision to merge life and general together under one head, as it had previously done with Patrick Snowball.

It is often argued that football teams that stick with just one manager, such as Arsenal and Manchester United with Arsene Wenger and Alex Ferguson respectively, are more consistent than those that chop and change regularly.

So, it is perhaps no surprise that among the most successful larger insurers are Allianz and Fortis, with whom Andrew Torrance and Barry Smith have been involved for a number of years at the top.

There are exceptions to every rule of course, but given the fact that NIG, RSA and Zurich" firms who have all had recent top level UK change" appear in the bottom seven seems to add fuel to the fire.

 

Jonathan Swift

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