Scrap target times and frivolous bureaucracy to help vulnerable customers, suggests DLG claims head
Insurers need to ditch standard practices like target times in contact centres and avoid unnecessary bureaucracy if they are to meet the needs of vulnerable customers, according to Direct Line Group managing director of claims Jessie Burrows.
Addressing the Post Claims and Fraud Summit this week, keynote speaker Burrows, pictured, told delegates: “This is a really rewarding area of the claims function. But defining vulnerability can be
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