Achieving high standards of customer service was at the top of the agenda at the 2023 Association of British Insurers (ABI) Annual Conference yesterday.
The conference, which takes a high-level view of trends and issues affecting the insurance, pensions and savings markets, focused heavily on the Consumer Duty, the UK Financial Conduct Authority’s new standards of consumer protection across financial services coming into force later this year.
James Henderson, director of customer and digital transformation at the KPMG, the headline sponsor of the conference, called on the insurance industry to treat the duty as an opportunity to focus on the delivering “brilliantly” and “simply” for customers.
The industry needs to elevate the customer experience by investing in tools that can provide better insight and foresight. Ultimately, identifying and then bringing improvements will lead to commercial success, he said.
Speaking on the same panel, Hanna Kam, gr