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Conduct Matters

Sally Pearce ACII

Sally PearceMy career in insurance first began in 1979. After 20 years as an underwriter, I moved to specialise in conduct risk, dispute resolution and customer experience. More than 40 years on from that first day in the office, I am now proud to be offering my expertise in insurance and conduct risk, to insurance firms who need support in this area.

I set up my company in 2014. My mission was to help small and medium-sized insurance firms understand and embrace the regulatory requirements relating to conduct risk and fair treatment of customers. In 2018 I created my e-learning catalogue, allowing customers to buy training designed and created by me. Very quickly, I noticed this was something that was in high demand and was really well-received, so, in 2019 I decided to focus on this more.

I am dedicated to continuing to create engaging, useful and effective e-learning solutions on a variety of relevant topics. For each course, I use my knowledge and experience alongside my ability to translate existing or new regulatory requirements into easy-to-digest and high impact course content, for companies like yours.

I have worked with some big names in my time. Between 2013 and 2014, I was part of the The Society of Lloyd's Underwriting and Claims Standards Review team reviewing and helping managing agents with action plans. I developed and managed the minimum standards self-assessment return and helped with the onboarding of a number of new syndicates. Before then, I worked in dispute resolution, working for the Financial Ombudsman Service and a number of companies, including Brit Insurance, where I headed the complaint function and qualified as a mediator. 

I have experience in the following

  • Creating and managing conduct frameworks (including creation of policies and procedures)Sally Pearce
  • Working with delegated authority teams to incorporate conduct risk due diligence and binder oversight
  • Design and delivery of customer-centric training, including board presentations and e-learning
  • Setting up and participating in product oversight groups (and providing customer challenge)
  • Producing market reports for meeting/board packs
  • Developing conduct and customer service management information
  • Setting up new Lloyd's syndicates
  • Managing root cause analysis activity
  • Providing expert support, challenge and sign-off for high conduct risk activity
  • Undertaking coverholder audits
  • Undertaking GDPR information audit as well as creating framework, training and guidance

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