Ardonagh’s Sarah Dalgarno on conduct and culture
As the year draws to a close and people prepare for some long overdue down time, it’s worth pausing to reflect on the role of conduct and culture in how insurance has dealt with challenges and how they can shape responses in 2021, says Sarah Dalgarno, chief risk officer at Ardonagh Group.
As an industry we should be rightfully proud of the immediate and effective response to the first lockdown.
The huge operational challenges of reduced capacity in call centres, the changes in
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