Consumer Duty
FCA outlines how insurers must up their claims game
The Financial Conduct Authority has warned insurers they must improve claims handling standards and consumer understanding of cover following concerns raised in the Which? super-complaint into home and travel insurance.
Five ways AI knowledge management transforms insurance service
Insurers face growing pressure to deliver accurate, compliant answers faster across increasingly complex product lines. AI knowledge management is how leading carriers are rising to that challenge
The fate of insurers’ in-house law firms
David Worsfold examines why insurers originally embraced the in-house legal model, what commercial and regulatory challenges emerged, and why many have since retreated from it.
Aviva’s ChatGPT push draws scepticism from ex-aggregator exec
A former price comparison executive has questioned whether ChatGPT can currently become the dominant force in insurance distribution, despite a recent push by Aviva and Moneysupermarket to establish an early presence.
Storm damage claims test insurers’ settlement choices
A year of severe storms has strained repair networks and claims operations, which Ben Blain, head of property at Verisk Claims, points out has placed insurers’ settlement decisions, data oversight and ability to evidence fair customer outcomes firmly…
Flood support gaps that insurers can’t afford to ignore
Flood victims face prolonged financial strain and unmet mental health needs, a survey has shown, placing fresh scrutiny on how insurers handle claims, vulnerability and post-loss support.
FCA insists it will regulate AI via existing frameworks
The Financial Conduct Authority’s artificial intelligence policy lead has said the regulator is taking an adaptive and positive approach to regulating AI, promising no new rules regarding the tech.
How should success of FCA’s response to Which be judged?
The effectiveness of the Financial Conduct Authority’s regulatory action in response to Which’s super-complaint about home and travel insurance is reflected in smoother claims handling, not in the number of reviews or fines, according to Claire Massey,…
Why regulatory alignment is a step in the right direction
Trade Voice: Graeme Trudgill, CEO of the British Insurance Brokers’ Association, says the objectives of the regulator are lining up with the needs of Biba's membership.
Sign up for Claims Club to hear from London Fire Brigade and others
Fire risk in residential and mixed-use buildings is evolving in ways that are not always fully captured by data, models or regulation.
FCA outlines insurance regulation plans
The Financial Conduct Authority has promised to improve access to insurance, scrutinise claims handling, get to grips with artificial intelligence and cyber risks, plus slash red tape over the year ahead.
Throwback Thursday: Writing gaffs; Don’t ring us
Insurance Post’s Throwback Thursday steps back in time to February 1971 to remind you what was going on this week in insurance history when insurers were shown how to improve their writing and providers made house calls.
Regulatory ripple effect of the Which? insurance complaint
The Financial Conduct Authority’s response to Which?’s super-complaint about home and travel insurance, and the regulatory ripple effects now facing the industry, are the focus of the latest episode of the Insurance Post Podcast.
Diary of an Insurer: Zurich’s Louise Colley
Balancing early starts, strategic planning and hands-on leadership, Louise Colley, director of retail protection at Zurich UK, lifts the lid on what it takes to run the business.
FCA ends premium finance probe looking like a tired parent
Editor’s View: Two years after the Financial Conduct Authority kicked off about premium finance, Emma Ann Hughes feels the regulator’s market study final report felt more like finger-wagging from a worn-out parent than meaningful action from a watchdog…
Aviva’s Storah tackles gap between price and value
Aviva’s UK GI CEO Jason Storah has said the Financial Conduct Authority’s Consumer Duty has prompted a deeper focus on customer needs, exposing a disconnect between a price-driven market and what policyholders actually care about.
FCA still sees 'room for improvement' within UK insurance
The Financial Conduct Authority’s deputy CEO Sarah Pritchard has said the motor, home and travel insurance market has "room for improvement," but ruled out undertaking any sweeping action.
Are insurers’ fair value data demands unfair to brokers?
Deputy Editor’s View: After the British Insurance Brokers’ Association once again highlighted the regulatory burden of fair value assessments, Scott McGee asks if insurers are asking too much, and if there is a resolution to the issue.
Blog: Claims standards are tightening, but rebuild costs are the real stress test
Claims handling is under FCA scrutiny, but rebuild factors may be shaping home insurance outcomes just as much, says Matthew Ward of RebuildCostASSESSMENT.com
Defaqto buys Pearson Ham’s pricing business for £11m
Defaqto has acquired Pearson Ham Group’s market pricing business for £11m in a bid to become the “single source of truth” for retail financial services.
Four biggest challenges facing insurers in 2026 revealed
Insurance Post reveals the four main challenges general insurers face in 2026 and the solutions experts from EY, the International Underwriting Association, AM Best, Moody’s, S&P, KPMG, Pathlight Associates and Sicsic Advisory say will matter most in the…