Consumer Duty: a chance for change

Mon 23 Sep 2024 -
09:30 - 10:30

The FCA’s new Consumer Duty regulations have the intention to set higher and clearer standards of consumer protection across the industry. It has created a new responsibility for financial services, and health firms aren’t exempt from this.

As demand for private medical insurance has seen a massive uptick since Covid-19, health firms are under scrutiny to ensure that consumer needs are being met and that good outcomes are being delivered.

In this session we provide a background on consumer duty and its evolution, explore the role of consumer duty in healthcare, and answer some pressing questions on Consumer Duty, with a focus on healthcare.

The speakers also consider:

• what challenges health firms face in implementing Consumer Duty and how to overcome them
• how health firms can identify opportunities to enhance customer satisfaction across the 4 outcomes of Consumer Duty
• what customers are experiencing, and what could be driving any adverse outcomes

This is a high-level interactive live session rather than a technical one. It should be of interest to actuaries of all levels with an interest in healthcare, including senior actuaries and team leaders who are responsible for healthcare.

Speakers

• Ailsa Dunn, Hymans Robertson
• Dharshini Navaratnam, Hymans Robertson
• Siobhan Lough, Hymans Robertson