Just less than three-quarters (71%) of brokers agreed that focusing on the quality of their customer outcomes was the most important aspect of their day to day role, according to research by Legal and General.
Just under half (44%) of brokers stated that "improving customers' understanding of products" was another one of their key priorities. Just less than two-fifths (38%) of brokers surveyed mentioned servicing their back book as one of their day to day concerns, with almost a quarter (44%) identifying a lack of time as the main reason they don't focus more of their work in this area. The research also found that a fifth (19%) of brokers feel that an early warning system for policies that are about to lapse or are at risk would help them to service their back book more effectively. An...
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