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40 years in insurance and 20 years specialising in conduct and customer service. Find out more about me.
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News views and articles from Conduct Matters Ltd.
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 should something happen that means your team will be stretched. What would happen if there was a sudden increase in the need for your service, such as an event that could cause a lot of claims? What would happen if something happens that could stop the service provider from providing service? For example a bomb scare nearby means no-one can get into the office to answer the telephones. What would happen if something in the wide world stopped you from following your normal process and you had to make changes? How would you make sure your customers can still get the service they need? I was working for Eagle Star in 1987 (as a property underwriter) when the 1987 great storm hit the...
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...
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...
26th April 2020
I’m a big fan of teaching people to fish rather than serving the answer on a plate. For that reason, I love helping people with their learning. It’s so great when students start asking questions and digging into how and why we do what we do. I love the idea of a blended learning approach, this...
16th April 2020
For many years I have heard people say "I am sorry if you feel that way". It is often used by complaint handlers and is justified by the fact the individual does not want to accept responsibility, believing a simple “sorry” would be considered an admission of guilt and treated...
26th March 2020
When we talk about what is a good culture one phrase often comes up “what we do when no-one is watching”. It’s all very well to be seen to do the right thing but is that what you would do if you thought you could get away with behaving unethically. Sadly, the world is littered with people who...
28th January 2020
Fairness and equality feels like a logical and simple thing we should all want. However, we live in a society where some people get a worse deal than others because their vulnerability makes it harder for them to cope with financial knocks. I am reminded of this by the social media uproar this...
12th November 2019
So, what’s the most important issue for your company to get right to be successful? Is it good governance (lots of helpful policies and procedures)? Maybe, it’s keeping costs low or making sure you use state of the art top notch computer systems? Most of us will say it’s fair treatment of...
29th August 2019
I recently posted that July 2019 is the 40th anniversary of when I started working in insurance. I still remember shyly walking in the doors of Eagle Star Sutton and setting to work as an underwriting assistant in the “all-in” department – where we issued and managed commercial and personal...
30th June 2019
I work with many different clients who find many elements of compliance and specifically the fair treatment of their customers is directly linked to their culture. Culture is such a huge issue for our industry and it’s a struggle for many firms. The Financial Conduct Authority (FCA) 2019/20...
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