Irish Broker (IB) magazine, the official publication of the Irish Brokers' Association has criticised the level of competence displayed by insurance company staff following the results of its Service Excellence Survey 1998, which questioned 400 life and non-life association members.
The recent issue's editorial, "Competency and Professionalism", states: "Brokers have voiced their concerns over this worrying development and the negative impact it is having on the levels of service received from insurers."
The editorial claims that the insurance industry has followed the banks in its approach to cutting staff costs and it encourages insurance companies to invest in staff training and encourage professional qualifications. "The news that The Insurance Institute of Ireland and the LIA have agreed to adopt one Financial Planning examination for the market is most welcome."
Consumers may also cheer the industry's effort to improve standards following the Insurance Ombudsman's report last April which recorded a 15.5 per cent rise in insurance sales complaints last year. Complaints increased to 936 in 1998 from 810 in 1997.
Many complaints concerned alleged mis-selling or nondisclosure of certain aspects of the policy. However, the majority of complaints were in the motor insurance industry.
