New guide on customer treatment published for insurers


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New guidelines for insurers to develop ways to demonstrate the quality of their customer service have been launched.

The British Insurance Broker's Association (BIBA) has released the document follows calls by the Financial Services Authority (FSA) for companies to focus on the strategies they use make sure customers are being treated fairly.

Discussing the new guide, BIBA's head of compliance and training Steve White said: "BIBA members may already be collecting a wealth of suitable information about their firm through their existing compliance reporting or market and customer research exercises.

"Often it is sifting through the sheer volume of information collected to decide what is the most useful for demonstrating TCF performance that is causing members most difficulties."

The launch of the new guidelines on customer service comes several weeks after the Association of British Insurers released a guide to encourage companies to promote energy efficiency and the reduction of carbon emissions to customers.

High street brands including Lloyd TSB and the Royal Bank of Scotland were also involved in the launch of the ClimateWise proposals.

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