But premiums will inevitably rise, and some funds are figuring out that improved customer service is the best way to retain member interest. At the insurance roundtable we put together with CommInsure for this issue there was much debate on how to maximise ‘cleanskin’ applications, but it was also recognised that a good claims experience is vital for spreading positive word-of-mouth feedback among members. To find out more about Superpartners’ adoption of an insurance case management service within its call centre and other ways funds can engage their members better through insurance, I commend the roundtable to you. It starts on page 30.