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Insurance Complaints Handling Model - A Briefing

Important changes to the way insurance companies must handle complaints are being implemented by the Financial Conduct Authority (FCA). The new mandatory regulations equate to a change to complaint handling processes that must be reflected in frontline and reporting practice by insurance firms.

This briefing document for the Insurance Industry is a useful summary of things to consider in the light of these changes.

The briefing includes: a summary of the FCA changes, information on a new BSi standard that could help firms implement and demonstrate good complaints handling, an overview of Lloyd’s complaint handling rules (where they apply), as well as complaint handling costs to consider. Finally a “top tips” section shares professional best practice in complaints management.

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