CII Forum to ensure insurance meets expectations

The CII has created a Chartered Transparency Forum to examine ways the profession can best meet the expectations The CII has created a Chartered Transparency Forum to examine ways the profession can best meet the expectations of consumers.

The forum will bring together consumer representatives, legal experts and leading practitioners from across the insurance profession in order to:

• Calculate the insurance expectation gap in policy coverage versus customer understanding – with indications of how it can be addressed;
• Publish and promote guidance, outlining the principles by which all professionals should take accountability for improving transparency, engagement and comprehension of communications relating to policy coverage;
• Identify existing learning materials and prioritise the development of future learning materials to improve the profession’s broad expertise in how policy wordings work, and how their drafting can better match brand promises, marketing messaging and consumer expectations;
• Lead a campaign to promote the above standards and learning with the objective of collectively improving public trust by reducing the expectation gap.

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