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Case
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Reference no. 596-030-1
Subject category: Marketing
Authors: Derek Channon (Imperial College London)
Published in: 1996

Abstract

This case describes an actual situation in which a family experience the crisis of a serious domestic fire. For the family this is a unique event but when they turn to their insurance company for help they run into bureaucracy and internal controls designed to minimise claimants'' payments. The case identifies the problems and also highlights the problems of cross selling between conflicting cultures in that the insurer has been purchased by a major bank which is seeking to emphasise its quality image.
Location:
Industry:
Size:
Large
Other setting(s):
1992-1993

About

Abstract

This case describes an actual situation in which a family experience the crisis of a serious domestic fire. For the family this is a unique event but when they turn to their insurance company for help they run into bureaucracy and internal controls designed to minimise claimants'' payments. The case identifies the problems and also highlights the problems of cross selling between conflicting cultures in that the insurer has been purchased by a major bank which is seeking to emphasise its quality image.

Settings

Location:
Industry:
Size:
Large
Other setting(s):
1992-1993

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