The majority of policyholders believe they are being treated fairly by their insurance company according to research commissioned by the General Insurance Market Research Association (GIMRA) and conducted by Tessa Perry Research and Network Research. Consumers identified paying out claims and treating them with understanding, providing a good deal and clear cover, and delivering good quality service as being the three key elements of fairness.
The findings are drawn from a survey - "Treating Customers Fairly" - which examined policyholders' expectations of fairness. This GIMRA research has played a vital and proactive role in establishing an industry-wide interpretation of the Financial Services Authority guidelines regarding an insurer's obligation to the interests of its customers and to treat them fairly.
Carl Wong, chairman of GIMRA, said: "These results remind us that perception is a key factor in consumers' attitudes to insurance, and we should continue to make every effort to ensure that policyholders not only receive the most appropriate service but feel that they do."
