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Life insurance companies improving relations with customers

New figures from the Association of British Insurers (ABI) have shown that protection industry operator companies are continuing to step up efforts to ensure consumers' interests are well catered for.

The ABI's Customer Impact Panel report for 2009 has found that more than half (53 per cent) of customers polled rated their provider's overall payment process as either 'excellent' or 'very good'.

According to the organisation, which represents firms that provide products such as life insurance, income protection or critical illness cover, this figure represents "a statistically significant three-percentage point increase on last year".

There seems to be good follow up after the above products are sold because post-sale relationship scores increased as sales process scores either went up or remained unchanged.

However, customers seem not to be happy with the way their grievances are handled because the level of satisfaction with this remains very low.

"We are aware that many firms are working to improve their written communications with customers," said Mike Ross, chair of the Customer Impact Panel.

He added that the panel regards "this as important in making sure that customers can readily understand the communications they receive".

ABI members make up more than 90 per cent of the insurance market in the UK.

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