The Customer Satisfaction Index of Singapore, released in early April by the Institute of Service Excellence at SMU, showed that the life insurance sub-sector made the greatest improvement and had obtained the highest score in the fourth quarter of 2014, rising 11.4 per cent year-on-year to 73.6 points. A common thread between insurers is the focus on improving information and communication flow to customers via the use of technology; addressing possible gaps in service delivery and the handling of complaints; as well as being more customer-centric by simplifying the claims process for policyholders and reducing the time taken to process claims.
Link:
https://www.smu.edu.sg/sites/default/files/smu/news_room/smu_in_the_news/2015/ap...