This week, journalist Lucy Cook from Insurance Business Magazine requested commentary from Robin Ingle on the gap between consumer expectations and best industry practices. He acknowledged the cracks in communication between consumers and the industry as a result of compliance, encouraged institutions to be transparent about their products from the get-go (be unafraid to show the good, the bad, and the ugly, especially when it comes to policy wording), all the while promoting literacy in order to manage expectations. Furthermore, when it comes to the client being informed, consumers must also be part of the solution.
Read the article in full here.
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