The Need to Monitor Customer Loyalty and Business Risk in the European Insurance Industry

Montserrat Guillen, Jens Perch Nielsen () and Ana M Pérez-Marín ()
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Jens Perch Nielsen: [1] Dept. Econometria, Estadística i Economia Espanyola RFA-IREA, Universitat de Barcelona Diagonal, 690, Barcelona 08034, Spain.
Ana M Pérez-Marín: [1] Dept. Econometria, Estadística i Economia Espanyola RFA-IREA, Universitat de Barcelona Diagonal, 690, Barcelona 08034, Spain.

The Geneva Papers on Risk and Insurance - Issues and Practice, 2008, vol. 33, issue 2, 207-218

Abstract: Policy cancellations directly influence daily business operations and have an impact on the risk assumed by insurance companies. In this paper, we describe the reasons why insurance companies should perform customer loyalty and business risk monitoring and develop guidelines for the implementation of this procedure. We emphasize the advantages of this practice for the operation of the company. The Geneva Papers (2008) 33, 207–218. doi:10.1057/gpp.2008.1

Date: 2008
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