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My Opinion

Why I don’t deserve (or want) a 25% loyalty bonus on my insurance renewal

The last month or so has seen me negotiating my way through the tortuous and, to my mind, somewhat deceitful renewal process for my private health insurance.  Read more...
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Time for Lawyers to Step Up

As the government seeks to implement long anticipated changes in the whiplash and broader PI claims environment there will inevitably be two categories of response from the legal community.  Read more...
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Why we should dump the customer-centricity argument in the claims department

When Amazon first dreamt of an algorithm that would understand reader habits and recommend new books, authors and – of course – potential purchases by consumers, were they thinking of ‘how can we increase sales’ or ‘how can we help customers to find books they might like’?  Read more...
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Stop Obsessing About Customer Satisfaction in the Claims Department

I don’t know who invented the concept of Customer Satisfaction but they did a grave disservice to the claims department. Like many other well intentioned beginnings it has become a destructive force of original thinking, solutions delivery, and genuine understanding of root causes.  Read more...
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Why is my Toaster too Small?

I recently bought a new toaster. Bright, shiny, plenty of buttons to press and an ejection mechanism that launches the toasted slice of bread into the air at a speed to rival the best efforts of a North Korean missile test. Only one problem. A standard sized slice of white loaf is too large for the toaster.  Read more...
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