Finalised Guidance on the fair treatment of vulnerable customers
The FCA has recently issued Finalised Guidance on the fair treatment of vulnerable customers (FG21/1), setting out the regulator’s view of what firms should do to comply with their obligations under the Principles for Businesses and ensure they treat vulnerable customers fairly.
The regulator is driving improvements to bring about a practical shift in firms’ actions and behaviour. But firms are expected to use their judgement to consider what the Guidance means for them and what they should do to make sure they treat all customers fairly.
This article highlights the main issues for insurance intermediaries seeking to embed good practice, based on the Finalised Guidance.
SM&CR final implementation deadline fast approaching
Firms must ensure they have implemented the SM&CR including the Conduct Rules training requirements and, where necessary, the Certification of relevant personnel by 31 March 2021. Firms are also required to upload their Directory Persons data, if they have any, by the deadline or risk incurring fines. Whether or not firms have already taken the relevant steps, this article provides a reminder of various issues they may need to address.
Business Interruption Test Case – what next, following the Supreme Court judgements?
The Supreme Court judgements provide an authoritative interpretation of common BI wordings and an important steer to insurers as to whether the prevalence of coronavirus, in or near an insured business, should be regarded as the effective cause of loss.
Although the judgments did not go into the ramifications of subsequent UK Government action including ‘local’ or ‘tiered’ lockdowns, they have provided clear-cut guidance and a basis upon which the FCA seeks to ensure that regulated firms do the right thing and treat policyholders fairly.
This article aims to highlight the key messages from FCA on BI claims and some of the practical aspects that brokers should consider in the light of the court rulings.
Coronavirus and insurance customers in financial difficulty
As the pandemic continues to create uncertainties and challenges for many customers, this article provides a reminder of the measures insurance and premium finance firms are expected by the FCA to consider to support their customers.
The underlying principle is that firms have due regard to the interests of their customers and treat them fairly. Firms should bear in mind that customers’ circumstances may change quickly, and in ways that might cause or increase vulnerabilities. The FCA encourages firms in the distribution chain to work together to ensure they achieve good outcomes.
Brexit – passporting ends for UK insurance intermediaries
The Brexit transition period, during which the UK continued to operate as a member of the EU, ended at 11 pm on 31 December 2020. Relevant EU laws have been ‘onshored’ by the UK government so that insurance intermediaries and most other financial firms will see minimal change to the UK regulatory regime. But there is an important exception – Passporting ends!
Financial services do not form part of the trade deal and the UK has become a ‘third country’ for the purposes of applying the Insurance Distribution Directive. This means that UK/Gibraltar insurance intermediaries lose their right to pursue business in other member states on a freedom of establishment and freedom of services basis.
7/11/20 HT 2020-11 Premium Finance
Up to half of all motor and household insurance customers in the UK choose to pay their annual premiums by monthly instalments and enter into a regulated credit agreement with a third-party finance provider. The FCA regulates the consumer credit sector with a focus on fairness, creditworthiness and affordability and firms offering credit are expected to abide by strict rules and guidance that continue to evolve. This article looks at upcoming rule changes and, in particular, the information brokers will need to give to customers about the nature of their earnings and the cost of credit.
13/10/20 HT 2020-10 FCA general insurance pricing proposals
The final report of the FCA’s market study into the pricing of home and motor insurance concludes that pricing practices in home and motor insurance markets has led to many consumers paying unfair insurance premiums. The proposed remedies, which have ramifications for other types of general insurance and premium finance, have been set out in a Consultation Paper with the main aims of enhancing competition, ensuring consumers receive fair value and increasing trust.
The proposals involve new rules to ensure that, when a customer renews their home or motor insurance policy, they pay no more than they would if they were new to their provider through the same sales channel. The FCA is also consulting on other new measures, including:
- Product governance rules requiring firms to consider how they offer fair value to all insurance customers over the longer term
- Requirements on firms to report certain data sets to the FCA so that it can check the rules are being followed
- Clarifying the requirements around automatic renewals across all general insurance products
This article sets out the proposals in detail and steps firms should be taking now to help prepare.
17/09/20 HT 2020-09 Business Interruption Test Case Judgement
The High Court ruled on Tuesday 15 September 2020 that many businesses that held business interruption insurance and lost income due to the COVID-19 pandemic are entitled to be compensated by their insurers.
The judgment did not say that the defendant insurers are liable across all of the 21 different types of policy wording in the representative sample considered by the Court. Each policy needs to be considered against the detailed judgment to work out what it means for that policy. This article looks at the outcome of the case and provides links to further details.
27/08/20 HT2020-08 - New FCA Guidance on the treatment of vulnerable customers
FCA research indicates that nearly half of all UK adults may be “especially susceptible to harm” and that some are “exploited for gain” in relation to financial transactions.
One key element of the FCA’s 2020/21 Business Plan is ensuring that the most vulnerable consumers are protected. The regulator therefore wants firms to do more to protect vulnerable customers and has set out new draft Guidance in a consultation paper (GC20/3). This reflects feedback from its 2019 consultation paper on vulnerable customers (GC19/3) and includes a detailed cost benefit analysis.
This article looks at the new Guidance, how it affects insurance intermediaries and steps firms should be considering now. Any responses to the consultation should be sent to the FCA by 30 September 2020.
27/07/20 HT2020-07 - Adequate financial resources - FCA finalised guidance
Following a consultation in 2019 (reported in Hot TopICS July 2019), the FCA has now published finalised guidance (FG20/1) setting out its expectations on how firms determine that they have adequate financial resources. Although this new guidance does not place specific additional requirements on firms because of Covid-19, the FCA has pointed out that the pandemic underlines the need for all firms to have adequate resources in place and to assess how those needs may change in the future.
Financial adequacy is not just a matter of funding. It involves maintaining systems and controls, governance, leadership and a culture that reduces the risk of harm. This means firms can be in a much better position to put things right if they go wrong and to minimise the fallout should the business fail.
26/06/2020 26/06/2020 HT 2020-06 COVID 19: FCA Guidance in relation to product value and customers in temporary financial difficulty
|This article looks at the finalised FCA guidance on how firms should ensure they continue to provide value to their insurance customers affected by the pandemic.|
7/5/2020 HT 2020 - 05 COVID 19 – FCA Policy Developments
As part of the FCA’s continued efforts to support customers impacted by the Covid-19 pandemic, the FCA has issued proposed guidance for insurance firms to ensure the fair treatment of customers. These apply to insurers and product manufacturers as well as brokers.
The proposed guidance covers 2 key areas:
- Product Value – Ensuring products continue to offer value and are appropriate for customers taking into account the impact of coronavirus and firms’ ability to deliver the benefits promised.
- Helping customers in financial difficulty – Ensuring products continue to offer value and are appropriate for customers taking into account the impact of coronavirus and firms’ ability to deliver the benefits promised.
This article considers the guidance in detail and outlines actions for insurance firms to consider in line with FCA recommendations.
30/4/2020 HT 2020 - 04 COVID 19 – Responsibilities for Training, Learning & CPD
Staff working from home, furloughed or taking unpaid leave means less opportunities for group learning in the workplace. However with the plethora of online resources available it is still possible to ensure staff have the opportunity to maintain their continuing professional development.
In this HT we consider the regulatory requirements for CPD in light of the Covid 19 pandemic and the options available to businesses wishing to ensure their staff still receive learning and development opportunities whilst not in the office.
31/03/2020 HT 2020 – 03 Regulation and the COVID-19 crisis
The FCA is ready to take any steps necessary to ensure customers are protected and markets continue to function well in the face of COVID-19. Firms are expected to provide strong support and service to customers during this uncertain period while actively managing their liquidity and financial resilience. This article looks at what the pandemic might mean for insurance intermediary firms and their business continuity plans.
3/03/2020 HT 2020 – 02 New rules to Improve access to travel insurance for consumers with serious health conditions
New FCA rules will require firms offering retail travel insurance, including insurers, MGAs, intermediaries and appointed representatives, to signpost certain consumers with pre-existing medical conditions to a directory of specialist providers and to add details of the directory to their websites. This article looks at the new requirements and what they might mean for sellers of travel insurance.
24/01/2020 HT 2020 – 01 New Year Messages from the FCA warn GI firms on cultural and operational standards
The FCA has sent a ‘Dear CEO’ letter to Personal Lines and Commercial Lines insurers and firms with similar business models urging them to prioritise conduct and consumer outcomes. This is part of the regulator’s quest to improve culture and to ensure that customers’ best interests are served. Around the same time, wholesale intermediary firms received a ‘Dear CEO’ which said that ‘poor culture in financial services can lead directly to harm to consumers, market participants, employees and markets’. As the Senior Managers and Certification Regime beds in, firms need to take stock of the relevant cultural and operational issues.
18/12/2019 HT 2019 – 12 Whiplash reforms and the motor claims compensation landscape
A number of changes are in the pipeline aimed at capping the amounts claimants can get for whiplash injuries and reducing the incidence of exaggerated or fraudulent claims. This article looks at the reforms which the Ministry of Justice (MoJ) continues to work towards and what they might mean for the compensation landscape.
22/11/2019 HT 2019 – 11 SM&CR Conduct Rules
This article takes a closer look at the SM&CR Conduct Rules which come into effect on 9 December 2019. What steps can firms take to meet the new training and reporting requirements?
24/10/2019 HT 2019-10 General Insurance Pricing Practices – interim report suggests further regulatory intervention
Building on its determination to ensure customers receive good value, appropriate insurance products and fair treatment, the FCA has been carrying out a market study on general insurance pricing practices. We look at the interim report (MS18/1) recently published and the possible remedies being considered by the FCA.
26/09/2019 HT 2019-09 SM&CR – Considerations for Human Resources
This article looks from the Human Resources (HR) point of view at some of the changes that firms may need to make to meet the SM&CR requirements.
28/08/2019 HT 2019-08 Are you ready for the SM&CR?
The Senior Managers and Certification Regime will apply to insurance intermediaries and other solo-regulated firms from 9 December 2019, having been introduced for banking firms in 2016 and insurers in December 2018. This article follows the publication of Policy Statement (PS 19/20), which confirmed the final rules for the SM&CR, and looks further at some of the implications for insurance intermediaries.
24/07/19 HT 2019-07 Assessing adequate financial resources
The FCA has issued a consultation paper (CP19/20) which sets out to provide more clarity over how it assesses the adequacy of a firm’s financial resources, the practices firms can adopt when assessing their resources and the role of adequate financial resources in minimising harm to consumers and markets. This article looks at how this affects UK general insurance intermediaries.