There are plenty of things the industry has collaborated on to improve over the years, but this is one where regulatory intervention may be the only way to advance.
One area I hope the regulators will look at is the role that lead generators play.
There are too many rogue outfits misrepresenting their identity, encouraging inappropriate re-broking of good policies.
How can we share more readily examples of poor practice and poor practitioners?
Over the past 40 years, insurance payouts have supported customers and their dependants at what is often the most difficult point in their lives, helping them immeasurably.
There have been new technical developments, innovations, more personalisation of products and propositions, alliances, education, leavers and new entrants.
What hasn’t changed is the need to have those potentially difficult conversations – it’s still good to talk and we need an appropriate distribution framework that allows that to happen.
Peter Hamilton is head of market engagement at Zurich UK
