Consumer Duty: How to put theory into practice.

Thursday 20 October   |   11am   |   45 minutes

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With the FCA’s new Consumer Duty directive coming into force, it will no longer be enough to just treat customers fairly, but rather to take a more active role in delivering good customer outcomes.

The FCA aims to set a higher standard of consumer protection across financial services, and in this session, we focus on what this means for the insurance industry as we delve into the four key outcomes of Consumer Duty and how these differ from the existing GIPP and fair value regulation.

The FCA expects each firm to develop an implementation strategy, including how you plan to measure. In this session, we will talk you through some practical solutions that enable you to benchmark, analyse, and evidence your performance, whilst showcasing some exclusive market level data.

Following the FCA's webinar, join us to learn about:

- What on earth is Consumer Duty, and why you should pay attention
- How Consumer Duty differs from other existing regulation (GIPP, fair value)
- What a ‘good outcome’ could mean for your customers
- How you can meet the benchmarking requirement cited in the Consumer Duty
- How you can gain understanding of vulnerability in your customer base

Event Speakers

Ian Hughes

Ian Hughes

CEO, Consumer Intelligence

Ian has made it his life’s work to help companies understand how to improve their world by helping them better understand their customers.

In 2003, he launched Consumer Intelligence, a data analytics company that helps businesses fixate on executing great customer strategies, which now operates in 9 countries globally. Ian is a Fellow of the Institute of Direct Marketing, a Best Business Awards judge and an I Love Claims Board member. He is a graduate of Harvard Business School.

Karen Houseago

Karen Houseago

Head of Insurance, Consumer Intelligence

Karen has recently joined Consumer Intelligence and brings with her 20 years’ experience of general insurance and expertise in the commercial management and development of the aggregator channel. She specialises in relationship and account management, business development, strategy development and delivery, and holds an MSc in Digital Marketing Communications. Karen contributes substantial insurance subject matter expertise to the already deeply knowledgeable Consumer Intelligence team.

Catherine Carey

Catherine Carey

Head of Consumer Strategy, Consumer Intelligence

Catherine is our newly appointed Head of Consumer Strategy, leading the development of our consumer research proposition. For the last 4 years, she has been a key member of our Marketing team and is now focused on meeting evolving clients needs resulting from the changing insurance and regulatory landscape.

Catherine's endless curiosity and storytelling abilities makes for the perfect skillset to help our clients see the world through the eyes of the consumer.

Scarlett Scott-Collins

Scarlett Scott-Collins

Senior Marketing Executive, Consumer Intelligence

Scarlett is our webinar chair.
Scarlett started her career in Marketing eight years ago, and has since worked in various roles across B2B organisations. She joined the Consumer Intelligence team in 2020, and brought with her a desire for creating imaginative and original content to support business aspirations. Scarlett has degrees in Business, and Leadership & Management, and is passionate about using her creative skillset to capture the attention of those active in the insurance industry.