Non-life insurers, when questioned on the quality of the customer services that is currently delivered to their policyholders, they invariably reaffirm that their delivered services are positive, responsive and speedy on all customer-related issues. They really believe that they can't do any better than this. They have a structure to deal with customers' grievances that is highly sympathetic to the demands of the policyholders. Customers should not feel that their insurers are lazy and that they drag their feet on most occasions.
When customers are asked if the quality of the services their insurers are delivering them are responsive, fair and speedy, an altogether opposing view emerges. Why are the perceptions of the insurers and customers so different from reality? What more should insurers do to regain the trust and confidence of customers and assure them that the insurers indeed are a knowledgeable and fair lot and they do behave fairly and responsibly?
Insurance contracts, unlike other commercial contracts, are contingent contracts of promises made that are to be delivered at a future date, should the contemplated contingency arise. This leads to interpretations if the contingency that has arisen is one that is covered under the contract. Even if it were accepted that it is so, the amount of compensation or the extent to which the promise to pay should be redeemed is another issue to be agreed to. The situation, when the contingency does occur, is, therefore, loaded with interpretative wrangling.
|
