With Consumer Duty embedded in everything we do, it is key for the financial services industry to communicate with consumers in a clear and concise manner. 

This is of particular importance for life insurers. Given the long-term nature of the products, great focus is on customers vulnerability and how this changes through the duration of the contract.

This session will include a panel from a range of industries to give examples and discuss the approaches firms can take to guarantee inclusive communication with our customers.

The areas covered will include:

• Marketing channels: discussing how to engage consumers via the right media for them
• Product literature: how to explain our products and services in an understandable way
• Consumer types: looking at differences we may need to make to allow for certain consumer characteristics
• By improving information at the start, consumers will be able to make more informed decisions, leading to better outcomes in the future.

Speakers:

Luke Bozeat, WPP Media, 

Scott Cadger, Lloyds Banking Group 

Beth Paterson, SunLife