Katya Maclean: Guardian & engaging customers through advisers

I was struck by the common frustrations shared by providers at COVER's recent Customer Care Conference. Across the board, speakers at the conference shared the same deep commitment to customer care but most said their organisations have more to do on claims experience, customer engagement and trust.   Independent advice While there are many experiments in direct-to-consumer life insurance, for many consumers, this is one of the most important purchases they will ever make and they won't do it very often. They want to get it right, so they need independent advice. It's crucial, t...