Consumer Duty
Why insurers are rethinking the role of restoration specialists
Restoration providers are evolving from outsourced contractors into strategic claims partners, as insurers seek faster, more efficient and customer-focused claims outcomes, according to Mark McMullen, managing director of Rainbow Restoration.
Q&A: Kumar Utpal, Decerto
Kumar Utpal, head of business development at Decerto explans how insurers can use AI to beat the fraudsters at their own game, meet Consumer Duty requirements and make more consistent claims decisions.
Why we’re putting shared expertise to work in 2027
Trade Voice: Mike Keating, CEO of the Managing General Agents Association, reflects on a year of growth for the MGA sector and sets out why learning, development and practical regulatory engagement will be centre stage in 2027.
Most trusted insurers across personal lines revealed
Consumer trust in insurance providers has risen for the third consecutive wave, according to Fairer Finance.
How ChatGPT far from killing PCWs may help them grow
After the launch of insurance apps on ChatGPT, Scott McGee analyses where it has the upper hand on price comparison sites, where it needs to catch up, and how the future of distribution will settle.
Why claims professionals must show their value in the age of AI
Trade Voice: John Bissell, executive director of Chartered Institute of Loss Adjusters, argues that as artificial intelligence helps policyholders challenge claims decisions, loss adjusters must respond by demonstrating clearer judgement, communication…
Axa to launch in-house home repair network
Axa is launching its in-house Building Repair Network next month, as part of plans to overhaul the property claims journey for home and business customers.
Insurance Compliance’s Allison questions insurance regulation
David Allison, head of intermediary consultancy south at Insurance Compliance, said improving customer understanding is an unsolvable problem, and questioned whether general insurance should ever have been regulated by the Financial Conduct Authority.
Big Interview: Chris Knight, Financial Conduct Authority
The Financial Conduct Authority’s new director of insurance, Chris Knight, speaks exclusively to Insurance Post about premium finance, why enforcement action against firms that fail to comply with the Consumer Duty is looming plus whether the watchdog…
FCA set to simplify fair value measure data reporting
The Financial Conduct Authority has proposed plans to reduce the reporting burden on firms surrounding the fair value measures data.
FCA weighs AI challenge as ChatGPT reshapes insurance distribution
The Financial Conduct Authority is considering a review of whether its regulatory perimeter needs to expand as growing numbers of consumers turn to artificial intelligence tools such as ChatGPT for help choosing an insurance policy.
City minister urges insurers to tackle economic abuse
City minister Lucy Rigby has called on insurers to step up efforts to identify and tackle economic abuse, urging firms to embed safeguards into product design and customer services.
ABI urges insurers to strengthen support for abuse victims
The Association of British Insurers has produced two guides to help customers and colleagues experiencing economic abuse, setting out steps to support those affected.
Autoglass warns insurers over risks of excluding windscreen cover
An increase in stripped-back motor insurance products entering the market over the last six months has prompted a warning that customers may not fully understand the financial consequences of choosing policies without glass cover.
Big Interview: Matt Brewis, KPMG
In his first interview since leaving the Financial Conduct Authority, Matt Brewis reflects on his time at the regulator, his new role at KPMG, and discusses the major sticking points between regulation and industry.
Brewis on regrets the FCA didn't go further on fair value
Former Financial Conduct Authority head of insurance Matt Brewis has said he wishes the regulator had gone “further along the journey of fixing fair value assessments”.
Why trust will decide the next phase of AI in insurance
As AI adoption accelerates, Ben Rose, president and co-founder of Supercede, says insurers will favour trusted, resilient technology partners over the fastest-moving newcomers.
Mills Review means AI governance is now a boardroom issue
As insurers accelerate artificial intelligence adoption, Michael Sicsic, managing partner at Sicsic Advisory, argues success will depend not on moving fastest, but on balancing innovation with robust governance, accountability and continuous oversight of…
Ageas AI projects deliver 25-fold return on investment
Ageas chief data officer Chris Pearce has revealed the insurer’s 26 live artificial intelligence use cases are delivering an overall return of 20-to-25 times their cost.
Why claims has outgrown its job description
View from the Top: Billy Hinken, claims director at Pen Underwriting, argues that today's claims professional must be part technician, communicator, project manager and analyst.
FOS believes it is still 'too soon' to judge Consumer Duty impact
It is too early to determine whether the Consumer Duty has reduced complaints about home and travel insurance, the Financial Ombudsman Service has told peers.