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Customers don't like pushy life insurance vendors

Date: Mon, 06 Feb 2006

Customers do not like pushy life insurance providers, according to a new survey.

Research conducted by the National Consumer Council (NCC) has concluded that many firms could be losing customers because of "aggressive selling and general incompetence", reports BBC News.

The NCC is advising businesses such as life insurance companies to look at ways of improving customer service levels to ensure they keep their current client bases. One possible solution could be to ensure that one member of staff is assigned to a particular customer to ensure consistency through their life insurance purchase and any subsequent claims.

Philip Cullum, NCC deputy chief executive, said: "We're seeing more and more service rage, with infuriated customers punishing companies for hopeless performance.

He added: "The scale of company ineptitude must amount to many billions of pounds of lost profits."

In particular, customers complained of dealing with "robotic" call centres as well as be forced to endure hard-sell marketing.


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Endsleigh Insurance Services Limited is authorised and regulated by the Financial Services Authority. This can be checked on the FSA Register by visiting its web site at www.fsa.gov.uk/register.
Endsleigh Insurance Services Limited. Company No: 856706 registered in England at Shurdington Road, Cheltenham Spa, Gloucestershire GL51 4UE.