Do UK insurers understand how their customers feel?

Following a recent family bereavement, I've been dealing with several product providers trying to make claims on life policies dating back to the 1980s. Of course, I know how the industry works, and yet even I was unprepared for the array of phone options, hoop jumping, running around, passing the buck and general lack of empathy I experienced. Can you imagine what it must me like for a bereaved person who is not used to dealing with insurance companies? Whilst all this was happening I came across an article by my friend Alasdair McGill of customer experience experts, Ashton Mcgill...