Consumer Duty and the Impact on Claims Handling

The FCA is determined to establish a consistent level for customer experiences and create better customer outcomes. The new rules came into force on the 31 July 2022 and were fully implemented by the 30 April 2023. This session is delivered by Nick Thomas with specialist claims consultant James Tye.

• Basic Principles of the new Customer Duty.
• How and why, this could affect claims handling.
• Identifying and overcoming the conflict that could arise.
• The importance of getting it right.
• Soft skills that will help fulfil your obligations and improve the customer experience.

Speaker Bios:

James Tye, Principal of Hammersbach Consulting Limited – specialist claims consultants

James has 30 years’ experience in the insurance industry and brings a wealth of claims expertise to HCL. Having spent 20 years at Marsh Ltd, one of the

world’s largest brokers, James has worked with a diverse client base from SMEs to some of the most notable FTSE 250 global businesses.

James has developed an extensive practical knowledge, working with clients with large, self-insured retentions, those who operate in-house claims handling

teams and/or work with Third Party Administrators, or are conventionally insured. He has a specific expertise in risk analysis and the development of

bespoke claims programmes for clients.

In addition, James has held a number of leadership roles within business and membership of the Chartered Insurance Institute, Chartered Institute of Loss

Adjusters and Institute of the Motor Industry.

Nick Thomas

Nick offers a unique combination of skills in the UK insurance training sector – an industry sales specialist and a widely qualified professional coach and

trainer. Nick is an Economics graduate with over 25 years corporate insurance broking experience. He was a highly successful sales producer in the UK

broking market before progressing into regional and then national sales leadership roles. As National Development Director at HSBC, Nick was one of only

40 people from a global workforce of 265,000 selected as part of the STARS programme to recognise exceptional performance. He is a highly trained

consultative sales specialist, and his experience includes a secondment with a major management consultant to design a best practice sales process.

In the mid-2000s, Nick developed a chronic health condition; his journey to recovery fostered a new range of interests, and a passion for health, and

performance. He studied widely, qualifying as a Master Practitioner in Neuro-Linguistic Programming (NLP), obtaining a Diploma in Life Coaching, before

going on to study Corporate/Business Coaching with The Coaching Academy. He is also a qualified Holistic Lifestyle Coach and Advanced Exercise Coach.

Nick has worked in a self-employed capacity in training, coaching, and consulting since 2017, including as a specialist adviser in Insurance sector M&A

(Mergers & Acquisitions) sector. He set up Nick Thomas & Associates in 2020 in response to demand from his industry network for training solutions

designed and delivered by people with a background of working in the industry.

Nick Thomas & Associates – specialist training solutions to the UK Insurance Sector

Nick Thomas & Associates provides up to the minute training solutions addressing the challenges of the modern insurance professional, across sales,

communication, and soft skills; technical insurance; customer service; management and leadership; performance, resilience, and health.

Nick Thomas delivers all sales, communication, and soft skills sessions, partnering with selected subject matter specialists in the other delivery categories.

Associates are selected for their strong industry background and credibility, allied to first class training skills.

All training programmes are designed specifically to align to client needs and delivery overseen by Nick Thomas.

Nick Thomas & Associates received acclaim for training and webinar series providing solutions to the challenges of remote working and virtual trading.

Our clients include major insurers and independent brokers, a major global Insurer ‘broker proposition’, broker network groups, insurance recruitment

consultants and over forty local insurance institutes at the time of writing.