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About Me

40 years in insurance and 20 years specialising in conduct and customer service. Find out more about me. 

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The Portal

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The Courses

See the courses I have designed and try a free taster. Courses cover a variety of insurance conduct topics.

Conduct Comment

News views and articles from Conduct Matters Ltd.

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  • Taking the frustration out of claims and complaints

    Taking the frustration out of claims and complaints

    10th August 2020

    Does this look like a familiar letter to you? Sadly, many travel insurers will have received these letters. Creating even more work and unhappy customers. Dear [undisclosed insurer], I have tried to contact you on numerous occasions, to try and make a claim on my insurance. I was due to go and visit my son in New Zealand in April this year but due to COVID-19 lockdown, could no longer go, due to travel restrictions. I have tried calling you, have been on hold for hours before being cut off and told someone would call me back but no one has. I have also just lost my job and our family is trying to cope on one income. Whilst I am devastated that I won’t get to visit my son as planned, I understand the need to stop travel and can deal with this, but without my income, the money from this holiday could help us through these difficult times. For ten weeks I have been trying to call you, contact you via social media and even logged a complaint! Why aren’t you listening to me, or getting...

  • Out of office until 2021?

    Out of office until 2021?

    3rd August 2020

    Many of my friends working in insurance are having conversations with their employers about when they will be returning to their offices. Most aren't in a hurry to get back to the daily grind of a 2 hour commute and a rushed sandwich at the desk lunch hour. Returning home to dinner and then...

  • Millions of vulnerable customers need our support

    Millions of vulnerable customers need our support

    14th July 2020

    Did you know there are millions of people in the UK who are vulnerable?  Between March 2018 and April 2019 the Trussell Trust gave out more than 1.6million emergency food parcels. This was a 19% increase on the previous year and over half a million of those went to children.  Does...

  • Post lockdown and the art of being flexible

    Post lockdown and the art of being flexible

    13th July 2020

    I remember leaving university, armed with a steadfast conviction that I didn’t want to pursue a career in law. Numbers were never my thing, so that ruled out Accountancy too. But the insurance industry looked interesting! As a potential career for life, it appealed to my unusually risk averse 21...

  • NEWS: Compliance consultant and conduct e-learning provider Conduct Matters expands its team

    NEWS: Compliance consultant and conduct e-learning provider Conduct Matters expands its team

    13th July 2020

    Insurance Conduct e-learning and business support company, Conduct Matters, today announced it is expanding its team and will be joined by Christine Lewis. Christine has 21 years insurance dispute resolution expertise at the Insurance Ombudsman Bureau and at the Financial Ombudsman Service. She is...

  • What does the future of insurance look like?

    What does the future of insurance look like?

    22nd June 2020

    I think we are all starting to wonder about the future of insurance. In recent years it has evolved to a point where there is less face-to-face contact and more automation.  People often buy cover direct without thinking about whether the cover is best for them. So many people rely on the...

  • How can we avoid the 11 hour queue?

    How can we avoid the 11 hour queue?

    8th June 2020

    Call centre challenges which insurance companies, large and small, faced during the early weeks of the pandemic are still being felt today. Some have dealt with the situation making sure staff and customers have been valued and listened to, some have really struggled. “I have spent 11 hours...

  • Ever wondered how much time and money stress testing could save your business?

    Ever wondered how much time and money stress testing could save your business?

    18th May 2020

    When I train people on designing services, I often find they don’t understand what is meant by “stress testing”. Well, we are seeing a great example of the value of stress testing in our daily lives right now! Put simply stress testing means looking at how you will continue to provide service...

  • NEWS: Conduct Matters invest in courses to help small firms learn from COVID-19 pandemic experience

    NEWS: Conduct Matters invest in courses to help small firms learn from COVID-19 pandemic experience

    13th May 2020

    Conduct Matters, has injected immediate additional investment into the development of conduct and customer service e-learning courses this spring. The move is hoped to help small and medium-sized insurance firms stay compliant in turbulent times but also embrace learnings from the pandemic. The...

  • Overseeing your service outsourcers

    Overseeing your service outsourcers

    5th May 2020

    One of the most commonly asked questions I get is ‘how should I oversee the conduct elements of my service outsourcers?’ This is a great question and one I want to look at now for a moment.  Whether they sell your policies or provide services, such as claims or complaints, you need to...

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