The Association of Mortgage Intermediaries’ (AMI) annual Viewpoint report for 2024 found there was no clear consensus on whether insurer service levels have improved or declined over the past one to two years.
The association's fifth annual report – in partnership with Royal London and Legal and General -surveyed 3,000 UK adults and 308 advisers. It found that around half of advisers surveyed said there was no difference in insurer service levels for both underwriting (44%) and claims (54%). Underwriting recorded the most diverse experiences as 28% of advisers reported a decline in service but 20% saw improvements. As for claims handling, 16% reported worsening service levels, while 12% noted better performance. Elsewhere, the report investigated consumer expectations around protection. Aro...
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