According to Which? around three quarters of car insurance customers reported that they were not given an explanation for rejected, partially accepted or disputed claims. Under Consumer Duty, customers should receive this information in an easy-to-understand format. We talk to Which? about this, and the broader implications for firms.

Join us for an in-depth webinar inspired by Which?’s investigation into general insurance practices. This session will focus on the issue of inadequate communications, which – in this instance – left three quarters of customers with partially paid claims in the dark about the reasons behind the decisions. This lack of transparency is particularly detrimental to vulnerable customers, who rely heavily on clear, honest communication.

We’ll explore how current practices may fall short of the new Consumer Duty standards and the steps which can be taken to ensure compliance. By understanding the specific needs of vulnerable customers, businesses can improve their services and foster trust. We’ll discuss practical measures to enhance communication, transparency, and support, ensuring that all customers, especially the most vulnerable, receive fair treatment.

This webinar will provide actionable insights into aligning your company’s practices with regulatory expectations, thus avoiding negative outcomes and building a more inclusive and trustworthy customer service model.

This event is currently in the planning stage. Topics may be updated and may change.