Goodbye Bangalore

If there was a person you really, really wanted to impress, would you leave it to someone you barely knew to answer their calls? That’s the question insurers have been wrestling with as they review their claims outsourcing arrangements and realise they may be losing customers or missing opportunities to detect fraud. Outsourcing appears to be on the decline – only 5% of insurers questioned by Ernst & Young think it will continue to be a major trend. More foresee the rise of “in-sourcing”, even though it can cost insurers tens of millions of pounds to return to answering calls themselves. Something else I learnt while researching the piece: insurance claimants overwhelmingly prefer to speak to Geordies.

Author: Katie Puckett

I'm a journalist who has been writing, editing and subbing business magazines for nearly 20 years. I write regularly on all aspects of the built environment – architecture, engineering, construction, property, investment, housing, planning, economics, sustainability, climate change adaptation, technology, insurance – and I’m always up for getting to grips with new topics. I’m also co-founder of Wordmule, a company that creates bespoke editorial and marketing content about buildings and cities.

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google photo

You are commenting using your Google account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s