Seeing things differently
Rules play a vital role in the success of the insurance industry, but what happens when they are taken away? Phil Evans looks at the regulator's principles-based treating customers fairly agenda and explains that, by putting itself in customers' shoes, the industry can dispel the confusion surrounding this issue.
The insurance industry likes rules — in fact it could not function without them. Policy documents are awash with them, in the form of terms and conditions, and pricing is fundamentally rule-based
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