Explore the Category

Another take on the direct insurer debate

05 September 2012

Over the past couple of months we have had many opportunities to reflect on the role of the traditional intermediated model of short-term insurance distribution versus the increasingly popular direct distribution method. We have commented on the irony of

Moonstone: Is the Ombud System Fair?

03 September 2012

The jurisdiction of the FAIS Ombud has been questioned on a number of occasions, notably in the current High Court case between the Ombud and Deeb Risk, and yet again in a later determination involving Lifeforce Financial Services.

Moonstone: Disclosure of Costs

31 August 2012

A recent finding by the FAIS Ombud will probably cause product providers to rethink how they disclose costs, including commission, in quotation packages.

Moonstone: Service Level Agreements

31 August 2012

It is no secret that the myriad of controls required by the Regulator is not often viewed in a positive light. Feedback after visits by the FSB to broker practices confirms that FSPs have the required documentation in place, but it is often just a templat

quick poll

Question

If I were tasked with taking my firm’s customer experience (CX) to the next level, I would:

Answer

Bake human into the mix Integrate CX into KPIs Map the full value chain Respond to consumer feedback

View the Results