Consumer Duty and Impact on Claims Handling

Consumer Duty and the Impact on Claims Handling

With Nick Thomas & James Tye

When: Tuesday 30^th July 2024 at 13:15 - 14:15

Where: Link to follow once booked

Overview:

The FCA is determined to establish a consistent level for customer experiences and create better customer outcomes. The new rules came into force on the 31 July 2022 to be fully implemented by the 30 April 2023.

This session is delivered by Nick Thomas with specialist claims consultant James Tye

Objectives:

• To provide knowledge and understanding of basic principles of Consumer Duty in the claims arena.
• Know how Consumer Duty influences the entire distribution channel and how claims handling plays its part.

Content & Learning:

• Basic Principles of the new Customer Duty.
• How and why, this could affect claims handling.
• Identifying and overcoming the conflict that could arise.
• The importance of getting it right.
• Soft skills that will help fulfil your obligations and improve the customer experience

About the Speaker:

Nick offers a unique combination of skills in the UK insurance training sector – an industry sales specialist and a professional coach and trainer. Nick is an Economics graduate with over 25 years corporate insurance broking experience. He was a highly successful sales producer in the UK broking market before progressing into regional and then national sales leadership roles. As National Development Director at HSBC, Nick was one of only 40 people from a global workforce of 265,000 selected as part of the STARS programme to recognise exceptional performance. He is a highly trained consultative sales specialist, and his experience includes a secondment with a major management consultant to design a best practice sales process.