One fifth of claimants unhappy with insurers' communication skills

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One fifth of insurance claimants consider their insurer has poor communication skills, according to research from EDM Group.

Nearly one-in-four respondents (23%) thought their insurer's communication skills were average while 16% considered them excellent.

Of the people who were unhappy, 43% said it was because they took too long deciding whether or not to cover their claim while 22% said they found it difficult to find someone to speak to.

Others complained that their insurer was not quick enough in finding the relevant data on them, or that they used the wrong channel of communication.

Craig Campbell, EDM Group insurance sector head, said: "Having access to the right information quickly is key to insurers offering customers quality service. The challenges here are growing because insurers have to deal with a growing amount of data and information, and also come to terms with the growing channels of communication their business partners and customers use."

"Our feeling is that insurers have stepped up to this challenge and are making a number of changes to the way they manage their information. This includes greater digitisation of information and less focus on paper based data," Campbell said.

EDM interviewed 2106 people for this research.

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