The FCA’s new Consumer Duty regulations have the intention to set higher and clearer standards of consumer protection across the industry. It has created a new responsibility for financial services, and health firms aren’t exempt from this. As demand for Private Medical Insurance has seen a massive uptick since Covid-19, health firms are under scrutiny to ensure that consumer needs are being met and that good outcomes are being delivered. In this session we will provide a background on consumer duty and its evolution, the role of consumer duty in healthcare and answer some pressing questions on Consumer Duty, with a focus on healthcare. The speakers will also consider: - Challenges faced by health firms in implementing Consumer Duty and how to overcome them - How health firms can identify opportunities to enhance customer satisfaction across the four outcomes of Consumer Duty - What customers are experiencing, and what could be driving any adverse outcomes This will be a high-level interactive live session rather than a technical one. It should be of interest to actuaries of all levels with an interest in healthcare, including senior actuaries and team leaders who are responsible for healthcare. 

Speakers 

Dharshini Navaratnam, 

Ailsa Dunn, 

Siobhan Lough 

Chair: Andy Cox