At a time when customer experience is of the utmost importance to insurers, the latest findings from the Corporate Executive Board (CEB) casts a considerable pall.

Given the glut of recent storms and disasters gnashing at policyholders, and calling to the fore the need for excellent customer services from a claims handling processing perspective, as well as the myriad options now available via social media to monitor, manage and respond to customers, this waning of customer confidence may well be compromising. 

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