2023 in review: Adviser views on a 'tough' 12 months

Provider service quality, claims timescales and Consumer Duty

Jaskeet Briah
clock • 7 min read

COVER asked a range of protection advisers for their views on how the industry has fared throughout 2023, including opportunities, successes, and frustrations.

Debbie Kennedy, chief executive officer, LifeSearch: "As we reach the end of 2023, it's easy to sum up this year as another same ol', same ol'. Same no growth in the protection market, same product tweaks (some claiming to be game-changing innovation) and same unremarkable levels of customer service. In fact, at times and too often, service has been atrocious. Not just for new customers, but in our moments of truth too, when dealing with claimants. "If I look harder, I do see green shoots of change in protection. Not all are positive, but are driving change, nonetheless. We've wi...

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