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Closing the customer expectation gap
24th March 2021
In this episode of the podcast, we are discussing closing the customer expectation gap and actions insurers can take to improve customer understanding of policy coverage.
We are joined by James Daley, Managing Director at Fairer Finance, and Melissa Collett, Professional Standards Director of the CII.
Read 'Transparency and insurance - a Companion to the Code of Ethics' for some more insight on how to close the customer expectation gap.

Remote Invigilation or a physical exam sitting: which is the best option for me?
10th March 2021
In this episode of the podcast, we are discussing the differences between remote invigilation and physical sittings of exams.
We are joined by Taron Josen, Assistant Financial Planner at Saunderson House, and Gill White, Chief Customer Officer at the CII.
For more information on Remote Invigilation sittings for on-screen written exams visit the CII Website.

Actions to take to increase trust in the insurance profession
24th February 2021
In this episode of the podcast, we are discussing actions insurers can take to increase trust in the insurance profession.
We are joined by Roger Flaxman, Executive Chairman of Flaxmans and winner of the 2020 Building Public Trust - Consumer Champion Award, and Melissa Collett, Professional Standards director at the CII.

Reskilling for a career in the financial planning and insurance professions.
10th February 2021
In this episode of the podcast, we are talking about reskilling for a career in the financial planning and insurance professions.
We are joined by Sarah Lord, President of the Personal Finance Society, and Steve Jenkins, Development Director at the CII.