A customer-first approach is key to success in the hospitality sector. But in the insurance industry, maybe not so much. Take the Central Bank framework for insurers handling Covid-19 business interruption claims from last August. It urges insurers to honour valid claims, pay them promptly and, where there is doubt about the meaning of a term, to accept the interpretation most favourable to the customer — a sentiment governor Gabriel Makhlouf reinforced in his comments to the European Financial Forum on February 11. “Our aim was to ensure system-wide issues affecting groups of customers were identified and addressed by firms.…

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