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!
General insurance complaints submitted to the Financial Ombudsman Service have increased over the last year, recent results have shown. The rise in complaints increased accross personal motor, travel and specialty insurance within the first quarter of 2017. In the first quarter of this year, the FOS received 7879 complaints compared to 6824 in the same period last year, but the report shows the number of upheld claims fell across most lines of general insurance. Personal motor complaints made up for the most complaints submitted and increased by 23% to 3131 in the first quarter of 2017 (Q1 2016: 2550). Complaints across specialty lines increased from 166 to 419 in this first quarter while travel insurance complaints rose by 27% to 763 compared to 601 in the same period last year.