View from the top: The changing focus of service delivery
Over the last year or so, while the focus has been on the credit crunch, a quiet revolution has been taking place in the way the insurance industry delivers its service. Modern service delivery is increasingly reliant on (and influenced by) the capability of technology — and its attendant cost.
As this technological advance continues, distribution is tending to polarise between the automated model of the direct sellers and aggregators, and the bespoke service essential for the complex risk
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