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Chartered Insurance Institute
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Measuring professional outcomes for consumers and SMEs

CII-Critical research report

To track whether and to what extent raising professional standards in GI has improved the experience and outcomes for retail and SME consumers.

Do they:
  • Value insurance more?
  • Find insurance easier to access?
  • Find information more understandable?
  • Have the cover they need?
  • Get better service?
  • Have more confidence in the industry?
  • What lessons can the industry learn about professionalism?
Which changes would improve the consumer experience most?
What other factors are influencing attitudes and outcomes?


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