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.
Alastair Reed
Alastair is the Principal Policy Adviser – Money, for Which? Alastair manages a team of public policy advisers working across personal finance to tackle consumer harm by making life simpler, fairer and safer for everyone. He represents UK consumers with policymakers and industry, and sits on various advisory groups. Alastair was previously a trustee of Which?’s two pension schemes. Before joining Which?, he held policy roles with a professional body, a think tank and in the UK parliament.
Alan Knowles
Alan has worked in the protection market since 2005, originally as a web programmer but for the most part as an adviser. In 2012 Alan, alongside his wife Kathryn, setup Cura, a multi-award-winning protection intermediary, specialising in hard-to-place protection cases. Alan is also a member of the Access to Insurance Working Group, and an ex-chair and current board member of Protection Distributors Group.
Andrew Gething
Andrew is the founder and managing director of MorganAsh. He is a recognised consumer vulnerability specialist and champion, is the driving force behind the award-winning consumer vulnerability management tool, MARS.