1. BARRIER OR OPPORTUNITY?
REGULATION:
BARRIER OR OPPORTUNITY?
Gaps

2. Gaps Customer Awareness What do you do?
Does it do what it says on the tin?
Decision
FCA
Why do FCA look at you?
How do customers find you?
What are they looking at?
What are you offering them?
Does the product meet their needs?
Are you doing it properly?
Do they buy from you?
How does the relationship progress?

3. FCA FIRM How many Claims do you receive and how many do you uphold?
What do you mean by claim?
Ok…
What do you currently record?
What do you class as a claim?
What root cause do you do for customers who thought they were covered?
How many complaints do you receive from customers with rejected claims and what are the outcomes?
FCA
FIRM

4. Gaps

5. Gaps
“We define culture as the typical, habitual behaviours and mindsets that characterise a particular organisation.
The behaviours are the ‘way things get done around here’; they are the way that we act, speak and make decisions without thinking consciously about it.”
Speech by Jonathan Davidson, Director of Supervision – retail and authorisations at the FCA, delivered at the 2nd Annual Culture and Conduct Forum for the Financial Services Industry in London.

6. What you do and why you do it.
Pre Sales
Sales
Service
End
Marketing
Application
Completion
Customer Service
Complaints
Claims
Collections
Renewal
Sales
Exit
Process
Policy
Write down:
What you do and why you do it.

7. Focus Focus Objective FRONTLINE STAFF Strategy SENIOR MANAGEMENT
Policy
Focus
Process

8. Gaps

9. Management information
Pre Sales
Sales
Service
End
Marketing
Application
Completion
Customer Service
Complaints
Claims
Collections
Renewal
Sales
Exit
Data
Data
Data
Data
Data
Data
Data
Data
Data
Data
Management information

10. Gaps