Maintaining the safety net

Over the past decade we have all become very good at collecting premiums, speeding up underwriting, and building market share, but it is debatable whether the same amount of effort has gone into looking after those who are forced to make a claim. How do we treat these individuals? Is the process straightforward and stress-free? Are we really doing everything we can to ease the suffering of plan owners and their clients during what is probably the most traumatic time in their lives? The truth is that we very rarely talk about what happens at the point of a claim, but it is a discussion...