Gaps REGULATION BARRIER OR OPPORTUNITY FCA Customer Gaps

  • Slides: 10
Download presentation
Gaps REGULATION: BARRIER OR OPPORTUNITY?

Gaps REGULATION: BARRIER OR OPPORTUNITY?

FCA Customer Gaps Awareness What do you do? Does it do what it says

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

How many Claims do you receive and how many do you uphold? What do

How many Claims do you receive and how many do you uphold? What do you mean by claim? FCA 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? FIRM

Gaps

Gaps

Gaps “We define culture as the typical, habitual behaviours and mindsets that characterise a

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 2 nd Annual Culture and Conduct Forum for the Financial Services Industry in London.

Pre Sales Marketing Sales Application Service Completion Customer Service Complaints Claims End Collections Process

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

Fo cu s Objective Strategy Process Fo cu s Policy

Fo cu s Objective Strategy Process Fo cu s Policy

Gaps

Gaps

Pre Sales Service End Marketing Application Completion Customer Service Complaints Claims Collections Renewal Sales

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

Gaps

Gaps