I am minded of a conversation I had with an Area Director of Norwich Union (now AVIVA) a number of years ago during which I complained of the standards of service and poor product/insurance knowledge and he ruefully replied “no one want’s to pay the premiums to enable us to employ experienced staff”.
Regrettably it is an industry where there is little in the way of career progression and hence the incentive to gain experience. Salaries are low considering the responsibilities imposed by the Financial Conduct Authority. In fact if staff realised the potential penalties and compared this to the rewards on offer they would quickly find less onerous employment.
Home policies in the main are poor compared to those available 40 – 50 years ago and this is the result of competition, reducing the premums payable does not permit wide cover and frequent claims. Staff are paid from premiums received and again lower premiums reduces the money available to employ proper staff.
Members should also understand the Genepool of knowledge available to all Insurers is identical, it is therefore fortunate if you latch on to a knowledgeable “underwriter” but remember it is unlikely they will still work for the insurer for very long. It is also fair to say not many underwriters/members of the public have much if any knowledge of machinery or interest in how things are made, a change in society and how it earns its living has faced significant upheaval over the last 50 years.
Robert Butler