Consumer Duty Toolkit - 2 Part Series

This is a 2 part series and so attendees will need to make sure they can attend both sessions.

2 sessions of 1.5 hours CPD each

25/04/2023 at 11.30 - 12:30
27/04/2023 at 11:30 - 12:30

Two key pillars of the new Consumer Duty are consumer understanding and consumer support. With
a move towards outcomes-based regulation, the need for a skills toolkit to stay on the right side of the regulation is critically important. During this session, you will learn skills based around:
➢ working in an outcomes-based regulatory environment
➢ communicating in a way that aids accessibility and understanding
➢ checking understanding to facilitate informed decision-making
➢ recognising and handling behavioural biases throughout the customer journey
➢ recognising and dealing with vulnerable customers
The session is interactive and includes exercises and simulations that will help you practise the skills learnt and how to evidence outcomes. It is aimed at those working within the UK insurance and financial services industry.

Learning outcomes
By the end of the session, participants will be able to:
➢ identify the key requirements relating to consumer understanding and consumer support
under the Consumer Duty.
➢ understand the key elements of outcomes-based regulation and the skills necessary to
evidence outcomes.
➢ implement a strategy to utilise the skills taught to remain on the right side of the new
regulation under the Consumer Duty.

About our Speaker Jeff Heasman

Jeff Heasman worked as a litigation executive and senior liability adjuster before branching out into language and psychology. Jeff holds both a bachelors and a masters of law degree, is a qualified language instructor and also a certified practitioner member of the Academy of Modern Applied Psychology as well as a member of the Association of Business Psychology. He delivers courses across the globe, either face-to-face or online. Jeff maintains a close connection to the industry by regularly providing consultancy in areas such as law and communication and he provides consultations with individuals and teams regarding cognitive skills, such as decision-making and problem-solving. In 2020, Jeff graduated top of the class from the Yale School of Management Executive Education programme in negotiation strategies with a score of 100% across all modules and he is recognised as an expert in the field of negotiations within the insurance industry. Other areas of specialist expertise include insurance fraud, claims handling and the synergy between product design, brand promises, marketing messages and customer expectations. Jeff is currently completing a doctoral thesis with a Swiss business school, focusing on human v automated decision-making in insurance claims and its potential impact on customer trust.

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