Consumer Duty and the Impact on Claims Handling

The FCA is determined to establish a consistent level for customer experiences and create better customer outcomes. The new rules come into force on the 31 July 2023 and will be fully implemented by the 30 April 2024.

Session objectives

• Basic principles of Consumer Duty in the claims arena.
• To understand how Consumer Duty influences the entire distribution channel and how claims handling plays its part.
• To develop communication and customer service skills that support delivery of Consumer Duty obligations

Presenters

James Tye, Principal of Hammersbach Consulting Limited – specialist claims consultants

James has 30 years’ experience in the insurance industry and brings a wealth of claims expertise to HCL. Having spent 20 years at Marsh Ltd, one of the world’s largest brokers, James has worked with a diverse client base from SMEs to some of the most notable FTSE 250 global businesses.

James has developed an extensive practical knowledge, working with clients with large, self-insured retentions, those who operate in-house claims handling teams and/or work with Third Party Administrators, or are conventionally insured. He has a specific expertise in risk analysis and the development of bespoke claims programmes for clients.

In addition, James has held a number of leadership roles within business and membership of the Chartered Insurance Institute, Chartered Institute of Loss Adjusters and Institute of the Motor Industry.

Nick Thomas

Nick offers a unique combination of skills in the UK insurance training sector – an industry sales specialist and a widely qualified professional coach and trainer. Nick is an Economics graduate with over 25 years corporate insurance broking experience. He was a highly successful sales producer in the UK broking market before progressing into regional and then national sales leadership roles. As National Development Director at HSBC, Nick was one of only 40 people from a global workforce of 265,000 selected as part of the STARS programme to recognise exceptional performance. He is a highly trained consultative sales specialist, and his experience includes a secondment with a major management consultant to design a best practice sales process.

In the mid-2000s, Nick developed a chronic health condition; his journey to recovery fostered a new range of interests, and a passion for health, and performance. He studied widely, qualifying as a Master Practitioner in Neuro-Linguistic Programming (NLP), obtaining a Diploma in Life Coaching, before going on to study Corporate/Business Coaching with The Coaching Academy. He is also a qualified Holistic Lifestyle Coach and Advanced Exercise Coach.

Nick has worked in a self-employed capacity in training, coaching, and consulting since 2017, including as a specialist adviser in Insurance sector M&A (Mergers & Acquisitions) sector. He set up Nick Thomas & Associates in 2020 in response to demand from his industry network for training solutions designed and delivered by people with a background of working in the industry.