Life companies forget about customers
He says it's all about focusing on the customer. Often he says the insurance industry forgets about that.
"I think we're all focused on, and have been, on how do we get the stuff out of the door, how do we flog it to the best effect, and I don't think we've focused on the right place."
"I don't think that everybody thinks about the customer when they do something, when they build product, when they design the definitions, when they service the claims.
Figures released by the Health Funds Association (HFANZ) showed that while health insurance claims in the 12 months to March 2011 rose 6.3% on the previous year (up to $828 million), the number of lives covered fell by 5,500 in the three months to March and 13,000 over the year.
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