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Avoiding Customer Harm Day 6th November – book your place now on either or both of these sessions!

 

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Avoiding Customer Harm Day 6th November – book your place now on either or both of these sessions!

 We are hosting an “Avoiding Customer Harm Day”, during which we will bring you 2 brand new sessions on Vulnerable Customers and Compliant Sales.

Because of the importance of these topics, and the FCA increased focus on customer harm, these Booster sessions will each be 2 hours but we are keeping them at the usual 1 hour cost of £69 plus vat per session. Both sessions will be very practical; they will have interaction, group work and look at case studies.  We have kept the cost low so that you can afford to have all of your key people attend them.

Booster Morning Session  10-12noon

Vulnerable Customers (including practical exercises)  

  • Background to the FCA’s focus on Vulnerable Customers, its recent Guidance Consultation GC20/03 and their expectations of firms and staff
  • What you need to know – practical tips for implementation including: FCA’s definition of vulnerability; drivers of vulnerability; identifying different types of vulnerable customers; and practical considerations such as staff awareness, product and service design, customer service, communications, monitoring and evaluation, Management Information and the  recording of MI.
  • Benefits of getting this right to your firm and to your Vulnerable Customers
  • Practical exercises with case studies highlighting the importance of identifying the drivers of vulnerability and the potential harm arising from not treating Vulnerable Customers fairly
  • Benchmarking & Action planning exercise

Booster Afternoon Session   2.00pm-4.00pm

Compliant Sales (Including practical exercises)

  • ICOBS overview & what a good sales process should look like (personal and commercial lines)
  • The FCA’s view of harm arising from non-compliant sales processes
  • The FCA’s expectations of TCF, Conduct Risk, Management Information, Oversight & Monitoring of sales
  • Practical exercise with case study to highlight aspects of poor practice and non-compliance within sales processes
  • Benchmarking & Action planning exercise

Who should attend:

These sessions are a must for Senior Managers, Directors, Compliance Personnel, Sales & Complaints Managers and Team Leaders, Risk Managers, Customer Service Agents, Training and Monitoring staff etc…Whether you are new to risk or compliance, or want to stay on top of your game, this is for you. Designed for General Insurance and Claims Management firms of all sizes.

Date: 6th November 2020

Booster morning session: 10.00am -12.00pm

Booster afternoon session: 2.00pm – 4.00pm

Cost: Just £69 plus vat per person (per Booster session)

Delivery: Via Zoom

There will be a short break(s) throughout the sessions and delegates will receive a certificate of attendance of attendance for each Booster session they attend.

To book contact: email Deborah@createsolutions.co.uk or phone 0161 870 6637

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How to maximise your opportunities in a hard market

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Date: 21st October 2020  Time: 2.00pm – 3.00pm

‘If you can keep your head when all about you are losing theirs and blaming it on you. If you can trust yourself when all men doubt you, then yours is the hard insurance market and all the distressed clients within it.’ (an insurance version of Rudyard Kipling).

There have been hard markets before, there have been recessions before, but never have the two emerged with such force at the same time. Policyholders desperate for savings will be receiving the unwelcome news of significant premium increases.

The door of client inertia will be swung wide open, presenting fantastic new business opportunities, as well as offering serious threats to renewal books.

Alan will explain what constitutes a hard market and 10 things both brokers and underwriters must do to maximise opportunities in these unique trading conditions.

Many of the best brokers in the UK attribute their success to the last hard market of 2001. It became a turning point from which they never looked back. There will be big winners and losers again in 2020 just like 19 years ago.

 

Learning Objectives:

 

Delegates will be able to:

  • Understand the characteristics of a hard market.
  • Understand what is currently causing the hard market in the UK.
  • Understand how to communicate clearly to clients in a hard market.
  • Understand and be able to implement the ten key factors on how to maximise opportunities in a hard market and therefore become extremely successfulby growing their business in a difficult time.

This webinar, delivered by Alan Chandler, one of the most popular insurance presenters in the UK, is a follow on from his incredibly well received presentation on why there will be a hard market called the Perfect Storm.

To Book:

  • Please note the maximum number of attendees is 3 per firm (if you need more then please let us know and we will let you know if we have any spare places due to cancellations)
  • We will not be sending you a booking form for the webinar as it is a FREE webinar. However if you are unable to attend please let us know in advance so that we can offer your place to another person.
  • To book, please send the names and email addresses to claire@createsolutions.co.uk

The webinar will be delivered via ZOOM and log in details will be sent in advance of the session. Please ensure you have the appropriate software/apps and login details before the session.

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How to implement the FCA Code of Conduct in your firm

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22nd October 2020  10-11.00am

Your opportunity to be updated, refresh and stock-take where your firms COCON implementation arrangements stand against FCA expectations.

A must for Senior Managers, Executive Board Directors, Non-Executive Directors, Risk/Compliance staff, HR staff, staff with prescribed responsibilities and/or those who have responsibility for the delivery and application of COCON and the Conduct Rules within the firm.

With the roll-out of the Senior Managers and Certification Regime fast approaching, all affected firms should be on their way to successfully implementing the FCA’s COCON in their firms. Within COCON is a new set of Conduct Rules that applies to all employees within firms – not just approved individuals, and the Rules set basic standards of good personal conduct against which people can be held to account.

It is essential that Senior Managers understand their obligations under COCON and the concepts behind COCON and the new Conduct Rules.

Some time has now passed since the FCA alerted firms to the introduction of COCON, and it is now time to act in order to ensure compliance with regulatory expectations.

This Booster session is aimed at bringing COCON and the Conduct Rules to life and will give you a practical overview of what you need to know and do to meet FCA expectations, examples of how COCON and the Conduct Rules apply to roles within your firmand the consequences of not taking these matters seriously.

The content will cover:

  • What is COCON and how the Conduct Rules apply to a firm
  • Why COCON and the Conduct Rules are being introduced
  • How the way staff behave and conduct themselves can drive a firms culture
  • Understanding how COCON and the Conduct Rules practically apply to firms
  • The consequences of not taking COCON and the Conduct Rules seriously

Date: 22nd October 2020

Time: 10-11.00am

Cost: Just £69 plus vat per person

Delivery: Via Zoom

Delegates will receive a certificate of attendance.

 

To book contact: email Deborah@createsolutions.co.uk or phone 0161 870 6637

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Understanding Risk Management – What the FCA expect

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Book on this session taking place on the 9th October 2020. Just £69 plus vat –  Your opportunity to be updated. Refresh and stock-take where your firms risk management arrangements stand against FCA expectations.

A must for Senior Managers, Executive Board Directors, Non-Executive Directors, Risk Managers, Risk Officers, Compliance Managers and Compliance Officers.

Whether you are new to risk or compliance, or want to stay on top of your game, this is for you. Designed for General Insurance and Claims Management firms of all sizes.

In an environment of increasing concern regarding risk failings and with firms under greater regulatory scrutiny, competency in the area of risk management has never been more important. It is vital that executive decisions are positively challenged and tough questions asked about their decisions.

This involves understanding and shaping a firms risk culture, enabling the board and senior management to examine how risks are managed and decisions taken in order to meet strategic objectives.

This Booster session will give you a practical overview of what you need to know about managing risk and how it is a key fundamental of good governance.

The content will cover:

  • A step by step walkthrough of risk management, including identification, managing, monitoring, and reporting.
  • An introduction to concepts such as risk appetite, risk tolerance, risk culture, ‘top down’ (board) and ‘bottom up’ (operational) approaches.
  • An introduction to the FCA’s approach to risk.
  • Making and questioning decisions based on risk.
  • Communication and coordinating risk management.
  • The benefits and opportunities arising from good risk management.
  • The consequences of poor risk management.

Date: 9th October 2020

Time: 10-11.00am

Cost: Just £69 plus vat per person

Delivery: Via Zoom

Who should attend: This is ideal for Senior Managers (SMF), Executive Board Directors, Non-Executive Directors, Risk professionals, Compliance professionals and all who want to learn more about effective risk management.

Delegates will receive a certificate of attendance.

 

To book contact: email Deborah@createsolutions.co.uk or phone 0161 870 6637

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Dear CEO letter-Business Interruption (BI) insurance

 

The FCA issued a Dear CEO letter-Business Interruption (BI) insurance following the high court case. For a copy please see below link

https://www.fca.org.uk/publication/correspondence/dear-ceo-letter-business-interruption-insurance.pdf

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FCA issues General insurance pricing practices market study Consultation

 

Click below for the study

https://www.fca.org.uk/publication/consultation/cp20-19.pdf

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Policy statement issued today by the FCA – General Insurance value measures reporting and publication

 

Click below for the full statement

https://www.fca.org.uk/publication/policy/ps20-9.pdf

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General Insurance pricing practices – final report issued by the FCA today

 

Click below for report….

https://www.fca.org.uk/publication/market-studies/ms18-1-3.pdf

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FCA publish annual accounts and reports

 

Click here for full document

 

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Business interruption case…..

 

The High Court has today handed down its judgment in the Financial Conduct Authority’s (FCA)’s business interruption insurance test case.

See the link here

https://www.fca.org.uk/news/press-releases/result-fca-business-interruption-test-case

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