ABI survey urges insurers to “come clean” on customer comments

An independent panel has urged insurers to give “warts and all” accounts of their performance, as they publish results from Britain’s first nationwide insurers’ survey.

Run by the Association of British Insurers (ABI), the Customer Impact study – currently in its first year – asked 18,000 insurance holders to rate their provider on products, sales and service.

Many major insurers have already published their first reports on how customers have rated them.

The Consumer Impact Panel, however, has expressed concern as to whether results have been especially selected to cast the insurer in as favourable a light as possible.

Chairman of the panel, former Scottish Widows boss Mike Ross, said: “Firms should present a balanced assessment of what customers think, with no cherry picking and should have a comparison of their performance against the industry average.

“Companies should be honest about their areas of weakness and show what action they are taking to address these weaknesses.”

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