Western Provident Associ-ation wants life companies to disclose details of their service standards.
WPA Protocol corporate business director Adrian Humphreys says there is an abundance of information available on pricing and products but relatively little clarity on life companies' service.
He suggests that a third party such as the BSI – which is responsible for kitemark service awards – could act as an independent auditor in the process.
Life companies would answer questions such as how long it takes to answer the phone and how many complaints have been made and upheld.
Endsleigh Insurance marketing manager George Spragg says: “It sounds like a good idea but on a national level I do not think it will work. A lot of clarification and explanation to consumers would be needed.”
Atkinson Bolton Consulting director James Bolton says: “There certainly could be a lot more published in connection with service standards. The other body which could be involved is the FSA, if they were willing to be more open with complaints.”
Humphreys says: “Some insurance providers have said that it is too hard to get the relevant information but it really is not. A company should have the answers and figures anyway.”