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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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Conduct Comment

News views and articles from Conduct Matters Ltd.

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  • Wedding worries and honeymoon blues

    Wedding worries and honeymoon blues

    1st September 2020

    Your wedding day is often said to be the happiest day of your life. Well it's been a struggle for engaged couples wanting to get married this year.  There are around 250,000 weddings in the UK each year (according to the Office of National Statistics) and most of those are during the summer months. Lockdown and social distancing rules have put paid to too many of those big plans. Couples planning what should be the best day of their lives are now dealing with cancelling plans, communicating with their guests remotely and claiming off their wedding insurance and if a honeymoon was booked, their travel insurance too. Some were able to simply move their wedding arrangements to next year, others have found service providers are no longer trading or it simply hasn't been possible to move all the arrangements together, so they have had to cancel and start from scratch. It's OK they have travel insurance Surely, their insurer would pay out when evidence was given and forms...

  • Why does conduct matter?

    Why does conduct matter?

    24th August 2020

    Do you ever wonder why good conduct matters? It's not just about regulation. It's something I look at in my elearning courses and so I thought it was worth sharing my thoughts. ReputationSo much is shared on the internet. If people are unhappy, they talk about it on Twitter and post bad reviews....

  • 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...

  • 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...

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