When complaint numbers rise, the instinct is often to ask the simple question: what’s driving it? In today’s insurance environment, however, the answer is rarely straightforward, says Katrina Shanks, CEO of the Australian and New Zealand Institute of Insurance and Finance (ANZIIF)
In her first column for IB as ANZIIF CEO, Katrina Shanks argues that insurers can write all the rules they like but without the right skills, trust is still on shaky ground
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