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Claims service progress stalls in Q2

After gains early in 2025, Ben Bolton, managing director at Gracechurch, reveals general insurance claims service has slipped, with NPS falling and regional gaps widening.

Why Kafka-length insurance policies need to go

Editor’s View: Fresh from a summer break, Emma Ann Hughes returns to an inbox brimming with industry news and a stark reminder from Fairer Finance that, two years on from Consumer Duty, insurance documents remain as impenetrable as a Kafka novel.

FCA lets insurers lead as consumer protections weaken

The Association of Consumer Support Organisations’ director Matthew Maxwell Scott argues the Financial Conduct Authority's recent reports echo the Association of British Insurers' 18-month-old roadmap, risking consumer protections and repeating the…

Aviva’s Direct Line deal triggers £500 staff gift

Aviva has posted an operating profit of £1.07bn for the first half of 2025, up 22% on the start of 2024, and to “celebrate and recognise the acquisition” of Direct Line is giving £500-worth of free shares to staff in September.

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