You’ll never hear this at a conference in Australia… Senior managers of British underwriters attending a brokers’ conference in Britain have admitted their service levels are below standard. Senior executives from several major globally focused companies agreed they have a lot to do. The UK Insurance Times reports their comments included:

• “I can’t remember a time when service has been better than average.”
• “The industry is playing catch-up. It doesn’t have a service culture.”
• “We did make some bad calls, particularly on personal lines claims.”
• “It’s often technology that lets us down.”

The conference discussion session was chaired by leading Lloyd’s underwriter and former Chartered Insurance Institute President Reg Brown, who concluded: “I don’t know of any industry that treats its clients as badly as we treat ours.”