How to treat vulnerable customers fairly

April 7th, 2021

With the FCA bearing down on the need to ‘Treat (Vulnerable) Customers Fairly’, Eddie Longworth and Hugh Hessing‘s new White Paper examines the key issues. The FCA is expecting every regulated organisation to have a plethora of new internal processes, measurements, and reporting to tackle what they see as a major requirement. From product design […]


Claims is not the ‘Moment of Truth’

February 19th, 2021

Claims, whilst at the heart of every insurance policy, is not the only time a customer experiences your offering. Various moments within a policy, controlled by many sales, actuarial, underwriting, and other departments, will affect how the customer experiences their policy (and your service). Although indeed a key moment, the truth is really developed throughout […]