The growing importance of business quality in the protection sector

"A good sales process is one in which a customer feels like more than just a number"

clock • 4 min read

Kelly Philips, business development quality manager at SimplyBiz, examines the elements of business quality as part of the protection space, particularly in the context of the Consumer Duty.

It is safe to say that every business owner wants a successful business, but the definition of ‘successful' is changing. With recent change in regulation, particularly the implementation of the Consumer Duty earlier this year, the focus is less on the volumes of business and more on good customer outcomes. Business quality must be at the forefront of this conversation. It is present at each stage of the process, right from the initial lead source through to retention of the customer. If any one area is lacking, the entire process is lacking, and quality could be a concern. As the i...

To continue reading this article...

Join COVER for free

  • Unlimited access to real-time news, key trend analysis and industry insights.
  • Stay on top of the latest developments around health and wellbeing, diversity and inclusion and the cost of living crisis.
  • Receive breaking news stories straight to your inbox in the daily newsletter.
  • Members only access to monthly programme 'The COVER Review'
  • Be the first to hear about our CPD accredited events and awards programmes.

Join now


Already a Cover member?


More on Adviser / Broking

SJP co-founder Jacob Rothschild dies aged 87

SJP co-founder Jacob Rothschild dies aged 87

Memorial at a later date

James Baxter-Derrington
clock 26 February 2024 • 1 min read
SimplyBiz launches online adviser academy for members

SimplyBiz launches online adviser academy for members

Partnership with Competent Adviser

Jaskeet Briah
clock 21 February 2024 • 1 min read
BIBA releases ESG policy

BIBA releases ESG policy

Focus on transparency and accountability

Cameron Roberts
clock 19 February 2024 • 2 min read