Context
The FSCS has published a webpage in which the FSCS Chief Customer Officer, Sarah Martin, discusses FSCS achievements over the past 12 months.
Key points to note and next actions
- FSCS has created a capability roadmap for general insurance claims. This is a design of a new technology platform to support both existing and future insurance customers. Insurance claims represent 40% of the compensation the FSCS pays each year, therefore FSCS wants to optimise the way in which these claims are processed.
- The FSCS will be rolling out a new appeals policy from 21 February 2024, to include the introduction of a three-month time limit. The changes strike a good balance between maintaining the importance of the appeals process and ensuring FSCS works efficiently and promptly in making claims decisions.