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Improving Consumer Duty Outcomes Through Customer Experience
Understanding the health of your relationship with customers is vital to sustain, broaden, and deepen customer relationships. For brands in the financial services sector, Consumer Duty only adds to this commercial impetus to treat customers fairly - the regulatory imperative has moved from adhering to rules to being guided by the core principle of acting to deliver good outcomes for retail customers.
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Will it be all change for general insurance this year?
Jamie Talmage considers what impact changes to how home and motor insurance are priced this year will have on customer behaviour.
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Has a solution to fixing the general insurance market been found?
We’ve been talking about it for years, but has a formula to transform the general insurance market so that customers stop getting penalised for their loyalty finally been found? Jamie Talmage looks at how the FCA’s recent policy decision on how insurers need to price their products next year might play out.
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Insuring loyalty – how devoted customers might stop being punished
Jamie Talmage explores why plans to ban insurers from overcharging loyal customers will be welcomed by many.
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Doing the right thing during these uncertain times will pay dividends for insurers
In these unprecedented times, it is tempting to stick your head in the sand. But as Jamie Talmage explains, for general insurers doing the right thing now will pay dividends in the long run.
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My Top 10 Predictions for UK retail financial services in 2020
What does 2020 have in store for the retail financial services sector? Read all about the big consumer trends and what the regulator might have in store for providers in a new blog by Research Director, Alpa Shah.
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Innovation Through the Consumer Lens | Webinar
Following our Innovation Through the Consumer Lens webinar you can now access the slides and recording of the presentation.
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Don’t throw the baby out with the general insurance bath water
Britain’s home and motor insurers are coming under heavy criticism following the release of the FCA’s much-anticipated investigation into the sector. Jamie Talmage looks at how customers and insurers might respond.
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What's next for General Insurance?
While customers still lack engagement and providers risk huge losses with new-customer deals, there is change afoot in the general insurance sector. Jamie Talmage examines our latest research into the industry and the advantages of switching focus from price to value.