Why is this happening? Surely just a failure of companies to resolve issues as part of business as usual.

Under FOS rules, insurers have the opportunity to resolve problems as part of BAU and they do not get registered as complaints. If customer service issues were resolved through better CRM systems, these statistics would look radically different.

Insurers should use guided, contextual processes where the outcome for the customer (and the insurer) are optimised through AI prompting the insurer on the next best action they can take to resolve an issue. It is not rocket science and many insurers are doing it today - very successfully.

Come on Laggards - stop this cheap and lazy attitude!