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Is the Complaint Process impartial – or is it a case of Marking your own Homework? It was once accepted wisdom that the British were too polite to complain when things go wrong.  In some ways that is still true, but not when it comes to financial services.  The current regime had its beginnings in 1981 when the insurance fraternity was the first industry to introduce its own ombudsman scheme. An arrangement that started out as a facility for policyholders to use...

It seems that more and more people are foregoing the turkey and instead packing their bags on Christmas Day with an estimated 6.5 million journeys being made throughout the UK; many of them heading straight for the airports and a welcome time in the sun or on snow-covered slopes. Top Five Travel traps The term Small Print might as well have been coined just for travel insurance because you might be surprised to know that a travel insurance policy is one of...

… yet as the following recent case demonstrates it is up to us all, in the insurance industry, to do what we can to explain the complex words we sometimes use. The matter of a visual heat detection system A recent case involved Top Waste Management (TWM) – we have changed the name for the purposes of this case study. Top Waste Management suffered a serious fire at its premises in January 2022.  The business included the short-term storage of waste, pending recycling. ...