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The future of General Insurance pricing

Ethics and Compliance in the Boardroom
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Guest Article: Poor culture – The silent Boardroom killer

Embedding SMCR
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White Paper: Embedding the Senior Managers and Certification Regime (SM&CR)

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Guest Article: Is your business ready for the future of work?

Complaints outlook
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Complaints Outlook 2019 – A video round-up from the launch event

Data driving right performance
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Is your data driving the right performance?

Emotional intelligence in complaints
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‘Emotional Intelligence’ and why it’s vital for your complaints team

Make it easy to be a customer
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Guest Article: “Make it easy to be a customer” – The key to good customer experience

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Infographic: The Journey to Cyber Resilience

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Culture and SM&CR – Living your values

Getting back on track rail firms customer confidence
Operational Excellence

Getting back on track – how rail firms can recover and increase customer confidence

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The real consequences of poor complaints handling

2025 Insight 308 176
Vulnerable customers

Regulatory Update: Consumer Vulnerability Strategy 2025

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Customer Servicing

Regulatory update: The FCA’s ‘Dear CEO’ letter to Claims Management Companies

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Vulnerable customers

Regulatory update: The Commission for Customers in Vulnerable Circumstances Final Report 2019

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Operational Excellence

General insurance, pricing, and ever-increasing scrutiny

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Fair’s fair – A response to the ‘Small Print, Big Difference’ campaign

Quiet ones Insight 308 176
Complaints

The quiet ones – Reaching out to non-complainants

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Fair pricing

White Paper: Paying a fair price for loyalty

TRAINING AND THE CULTURE OF COMPLIANCE
Culture

Training and the culture of compliance in financial services

CO2022 word cloud

 

The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

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