Consumer Duty brings a long overdue shake up in the industry

Customer lens has never been more important

clock • 3 min read

Dominic Grinstead, chief executive of MetLife UK, explores what the impact of Consumer Duty could be across the industry to meet protection customers' changing communication needs.

We have seen a big shake up across the financial services industry this year. The headline news is the introduction of the Consumer Duty and its new standards of consumer protection. The ultimate impact remains to be seen, but across the protection industry companies will have been considering those pillars both in terms of product design, but also customer communication. The customers of today and tomorrow have different expectations to previous generations when it comes to communicating with businesses and engaging with products. There is an expectation of simplicity and ease of access...

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