In today's dynamic world, the importance of good customer service is becoming more and more apparent. With the blurring up of differences between banking, broking and insurance; coupled with industry consolidations; demutualization; shrinking margins; profitability pressures; and new distribution channels; the insurance companies are being forced to rethink their business models for survival. Today's customers are more sophisticated and are more willing to explore alternatives to traditional insurance products and how they are delivered. …
