Context
Chief ombudsman & chief executive, Caroline Wayman, attended the ABI annual conference on 23rd February 2021 to take part in a panel discussion on the strategic and reputational challenges for insurance and long-term savings in 2021. The panel discussed the role insurance and long-term savings providers can play in addressing the strategic challenges facing the UK economy as it recovers from the social and economic impacts of the Covid-19 pandemic.
As part of the discussion, Caroline spoke about some of the challenges consumers and businesses have faced during the pandemic, and the complaints that the FOS is seeing. She also spoke about the importance of clarity and transparency for insurance policies and the need to ensure customers have a clear understanding of what they’re covered for.
You can find more information about complaints resulting from Covid-19 and the impact on consumers and SMEs in this FOS article: Insight summary: complaints resulting from Covid-19 and the impact on consumers and SMEs (financial-ombudsman.org.uk).
Next actions
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