The FCA are using a number methods to ensure that senior managers at insurance firms are putting conduct risk right at the top of their risk agendas. Huntswood understands that there is no ‘one size fits all’ approach to defining and implementing a conduct risk strategy, and the framework that brings it to life. We work collaboratively with firms to meet regulatory expectations and move to a culture where customer empathy and fair outcomes are the priority.

1. The FCA expects all GI firms to be reviewing product development, sales, claims and complaints
approaches from a customer perspective, to be committed to delivering fair outcomes and to be
ready to demonstrate those outcomes, not just as a one off, but as an embedded and natural part
of an effective
business model.
Huntswood Advisory Services works closely
with firms to define those strategic
customer outcomes, and how they will
be delivered, measured and continually
improved right across the firm. The
support we provide can vary from short
regulatory gap analyses on specific
business areas such as claims, to
preparation for FCA reviews and deep
dives, for example on product
governance, and on to full scale
transformation programmes such as the
design and implementation of a customer
centric complaints function.