Beyond the price being right
CUSTOMER SERVICE and retention hasbecome a key focus for insurers as the marketbecomes saturated with a higher level ofentrants than ever before. With aggregatorsites giving consumers a direct route tolower prices and household brands like Asdaand Tesco making insurance a part of theirarmoury, insurers face a challenge to attracta loyal customer base — and maintain thequality of their product.
At the centre of this problem is the questionof price, with many industry fi gures fearingthat consumers are being lured into a pricedriveninsurance world when choosing theircover. This was the topic
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