CPD WEBINAR: Consumer Duty update + new rules on Multi-occupancy insurances

Wednesday, 12 June 2024
12:00 pm – 1:00 pm (UK time)
    • Branko Bjelobaba FCII,MIoD, Managing Director

Soon we will have had Consumer Duty for a year and firms will be preparing for their first annual board reports.

On 20 February 2024, the FCA updated the sector with the following:-

“What firms are doing well and what they could do better. The Consumer Duty came into force for open products and services on 31 July 2023. We welcome the improvements made by many firms to deliver better outcomes for their customers. However, some firms are lagging behind. Under the Duty, firms must act to deliver good outcomes for retail customers. Firms should aim to continuously address issues that risk causing consumer harm. We have committed to highlight good practice and areas for improvement.”

Further on 23 February 2024 they issued a 14 page letter following a Product Governance Thematic Review (which is a key part of Consumer Duty). Here they said:-

“In March 2023, we began a thematic review assessing insurance manufacturers’ and distributors’ product oversight and governance arrangements and whether firms are meeting their obligations and our expectations. The background to our review and details of the work we have undertaken are set out in the annex below. We are sharing our key observations and concerns, so that manufacturers can take swift action, where necessary.”

The session will cover the above two updates and also the new rules that are effective from 1 January 2024 on multi-occupancy buildings insurances following intervention by the government – these new rules impact over 5 million leaseholders who are defined as stakeholders and firms have to act in their best interests. Insurers and brokers will also need to provide information about policies to leaseholders, including details of all remuneration and placement. We will also cover the Leasehold and Freehold Reform Act which has banned commission sharing.

Learning objectives - by the end of this update you will gain an overview of:-

  • Where are we with Consumer Duty and what you should have done;
  • Current issues when it comes to general insurance:-
    • Key aspects of the product governance rule to include product value assessments and challenges to fair value incl broker fees/charges/add-ons and premium finance;
    • New rules on multi-occupancy buildings insurance and the ramifications of this for insurers and brokers alike.

Speaker bio

I started my insurance career in 1987 and have worked across the sector including stints at PwC and GISC and have led my own consultancy practice since 2004 working closely with AMII, BIBA and the CII and have provided hundreds of well-received (even entertaining!) talks. I am a recipient of the Thomson Reuters Compliance Personality of the Year Award, the London Market People Award for Legal and Compliance and was Highly Commended in the CII Public Trust Awards in 2021. I am proud to judge various insurance awards and am always being approached for engaging commentary and analysis.

I have been a regular speaker at virtually all of the CII’s local institutes and have provided over hundreds of events to thousands of insurance professionals and feedback has always been superb:-

“Thanks for the webinar on Consumer Duty, Product Governance and Multi-occupancy buildings insurance - personally I thought it was a fantastically informative session and the way you brought it to life was incredible. This could have been a very challenging topic to engage an audience of over 70 people on and it was anything but!” Adam Ross FCII, Ambassador for the Insurance Institute of London.


This is a Zoom webinar. The link will be sent on booking and event reminder. the session WILL NOT be recorded.

CII Accredited

This demonstrates the quality of an event and that it meets CII member CPD scheme requirements.

1 hour's CPD can be claimed for this event if relevant to your learning and development needs.

It is recommended that you keep any evidence of the CPD activity you have completed and upload copies to the recording tool as the CII may ask to see this if your record is selected for review. Details of the scheme can be viewed online at www.cii.co.uk/cpd.