Insurance Brokers

Continuing our series of articles looking at diversity and inclusion in the insurance industry, Regine Tse discusses the protected characteristic of race and highlights factors for consideration in customer interactions.

Last week, we looked at diversity and inclusion in customer services under the Consumer Duty. In this article, we will be looking specifically at disability, one of the nine protected characteristics, and how it can affect a customer’s experience.

As an individual involved in insurance distribution, you have an ongoing responsibility to keep developing your skills and expanding your knowledge to ensure the best outcomes for customers. However, as well as being a regulatory requirement, CPD offers you a chance to develop new skills and knowledge. How can CPD benefit your career prospects?

What key examples of good practice has the FCA highlighted from their review of firm’s Consumer Duty implementation plans?

Following a review of Consumer Duty implementation plans the FCA has highlighted 3 key areas firms may need to reconsider. What does your insurance firm need to know to remain compliant?  

Failure to recognise the diverse needs of certain groups can lead to customers receiving poor outcomes. How can customer services staff communicate more effectively to help deliver better outcomes for all?

Inclusive design aims to remove barriers for as many people as possible, not just those with protected characteristics or characteristics of vulnerability. Why is it important for insurance firms to improve accessibility by implementing inclusive design practices throughout their products and services?

With the increase in the frequency and severity of storms and flooding in recent years, it is expected to have a long-lasting impact on the affordability of risk coverage. This article explores why firms will need to be more aware of how climate change is likely to affect their business. 

A key aspect of the FCA's Consumer Duty is the requirement for firms to monitor and assess consumer outcomes. What information can firms use and how can data archiving help?

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