With the FCA’s new Consumer Duty having now come into force, we are aware of the impact this will have on insurers, and we are here to support your compliance. Delivering a higher standard of customer care, and proactively taking steps to deliver good outcomes, are essential elements.
We’re committed to helping you provide honest, fair and open dealings with your policyholders throughout the claims process.
As you know, we recently launched our new AutoAudit Hub, enabling you to assess fair value and provenance (vehicle history). This bespoke-built tech tool, developed in-house by our software experts, sources data insights simultaneously from multiple platforms.It provides a streamlined and simplified process (which includes a built-in Pre-accident Damage Matrix) resulting in a fast, thorough, and accurate tool to support valuation decisions.
Ultimately, it helps you to meet your Consumer Duty legislation responsibilities around achieving fair value for total loss settlements and gives full transparency to your policyholders.
But it’s not just about our processes, it’s also about our people.
In our continued efforts to provide the best possible service we ensure that our operational teammates are trained to identify customers who require appropriate support (or what we refer to as “Reasonable Adjustments”). This could be due to a wide range of factors including life events or health related issues.
We want to ensure that we protect our (and your) vulnerable customers and offer them support to ensure that they experience outcomes the same as those for our other customers, in line with our Vulnerable Customer Policy.
We are diligent in recording any Reasonable Adjustments required throughout the various stages of the customer journey.
This is fully documented and visible within the Seller Portal dashboard, giving you full awareness of any ongoing support which may be required.
We’ll continue to do all we can to ensure that your policyholders receive the highest level of care throughout their claims journey with us and you can be confident of a fair and positive outcome, always.