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Just cause for a service rethink

Sam Shaw on how Just Retirement has topped the Sesame service index and is giving some of the big providers a lesson in standards

Sesame’s provided service index survey reveals that Just Retirement and The Hartford have beaten more established product providers to be placed in the top three.

Financial services giant Axa was ranked the worst, with mutuals Scottish Life and Liverpool Victoria making up the bottom three.

Sesame surveyed members between January and April and plans regular updates.

Sales and marketing director Stephen Young says: “We are not attacking providers. Some have improved drastically while others clearly have a long way to go. We will measure this again in six months to really tell how service has improved, or not as the case may be.”

Companies were assessed across four key areas of service – handling telephone calls, ability to process and track new business, online systems and support and handling correspondence and issuing mailings.


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