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I had shivers running down my spine when I read that Google has entered the UK price comparison market for credit cards.   Why is this relevant for insurance you might ask? Well for three reasons:

I am a claims man, there I said it, and I am proud of it… said it again, and that’s why it pains me when as an industry we don’t do ourselves justice.

Those of us charged with the responsibility of improving our customers experience very often moan/boast/obfuscate that ‘if we had the data and the systems our customer experience would know no bounds!! and in many senses this is true but ultimately unhelpful.

Insufficient and inappropriate systems capability and data will, like death and taxes, always be with us and it falls to our lot to make something wonderful from something so inadequate. So how do we face this challenge and move from a position of resentful defensiveness to one of proud boast?