5th March 2024

Navigating Auto-renewals in Home Insurance: A Guide to Consumer-centric Practices

Are home insurance customers going through unnecessary hoops to opt out of auto-renewal? Here are my top tips for designing online renewals that are FCA complaint, using best UX practices.

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13th September 2023

Unlocking net zero - how can home insurers help?

Home insurers can learn from other sectors to better support customers who want to make their homes more sustainable.

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12th December 2022

Home Insurance Add-ons and the Consumer Duty

The introduction of the Financial Conduct Authority’s (FCA) Consumer Duty is an opportunity for providers to rethink how home insurance add-ons are designed and sold.

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16th April 2018

What does an ideal quote process look like?

Aviva's new quote process is good, but could it be even shorter? And what would the perfect journey look like?

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9th January 2018

Don’t get stung by your insurance

Most insurance fees should only cover the administrative costs of the provider, and the customer should be clearly told how much they will be. But beware - a number of insurers are failing on both counts.

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1st March 2016

The confusing world of insurance excesses

Understanding your insurance policy's excess is no longer as simple as it once was. And why is it called an excess anyway?

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5th February 2016

Should charities be banned from offering financial services?

Age UK has come under fire for making millions from its energy and insurance businesses - often failing to give ts customers the best possible deal. It's mistake was working with just one company in each sector.

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3rd February 2016

Are insurers becoming evil?

A new report has warned that the precision of insurance pricing presents social dangers that no one appears to be keeping an eye on. Is it time for a rethink about how insurance works?

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25th January 2016

Insurers need to resist the Big Brother temptation

A new report by the Insurance Fraud Taskforce is proposing to snoop on consumers while they use comparison sites.

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10th December 2015

What does 5 stars really mean?

Star ratings are everywhere - but they all mean slightly different things. And in some cases, they are driving companies to do things which are not particularly helpful for their customers.

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5th December 2015

Why do insurers need two years to change their renewal letters?

The Financial Conduct Authority is finally consulting on proposals to force insurers to put last year's price on their renewal letters. But it may be 2018 before every insurer has fallen in line.

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12th November 2015

You shouldn’t need a PhD to understand your home insurance

New Fairer Finance research reveals that many insurance documents are only accessible to people educated to post-graduate level. It's time for the regulator to take action.

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