Tales of Right and Wrong

Overview

This talk will discuss real case examples of things that go right and go wrong in delivering insurance products and services to the public, both for the consumer and for businesses. The talk will address both the FOS and the Courts’ benchmarks of expectation of insurance companies, agents and brokers and how lessons learned can go to the heart of re-gaining the public’s trust in the industry. The talk will highlight some of the things that cause the public’s trust to be lost and what we can do for ourselves and our firms to reduce the incidence of losing public trust and regaining it to the benefit of our own business and reputation. The talk will also offer anecdotes of the unexpected consequences of disputed insurance claims and how they can be avoided

Learning Objectives

By Attending this event, delegates will be able to identify:

• How industry codes of conduct and best practice regarding Treating Customers Fairly and professional standards are measured in practice by the FOS and the courts
• The various benchmarks the FCA, CII and BIBA have created relating to codes of conduct and how those benchmarks are measured
• Real case examples that demonstrate how errors are made, the impact of these errors and the lessons to be learned
• An understanding of how the obligations of arranging insurance are affected by the subject matter of the insurance being sold

Speaker Biography

With nearly 50 years’ experience in the insurance industry, Roger Flaxman is the Chairman at Flaxman’s and is their principal consultant. Roger is a member of the Academy of Experts and ACII Chartered Insurance Practitioner. He has more than a decade’s experience serving as an expert witness in matters of insurance practice, broker’s duty of care and insurance market procedure and twenty years’ experience as an advocate in the resolution of disputed insurance claims.

Additional Details

• Refreshments will be served before the talk from 5:30pm onwards.

• If you know of any other CII Members who would like to attend but have not received the invite, please ask them to update their CII Communication Preferences at https://www.cii.co.uk/my-cii/preferences

• Parking is free at the venue but you must remember to register your car at reception to avoid a car parking fine