ROAR Insights Members

Published by: Financial Conduct Authority Search for original: Link Key Take Aways Motor insurance premiums increased notably between 2022 and 2024, placing affordability pressure on consumers amid rising claims costs. Claims costs related to vehicle repair, property damage, and accidental damage constitute 65% of overall claims growth, driven by longer repair times, more complex vehicles, labour shortages, and higher parts costs. Average claims costs surged by 37% from 2019 to 2023, with a 41% rise in claims cost per policy,… Read more

Published by: Financial Vulnerability Taskforce Search for original: Link Key Take Aways Vulnerability is circumstantial, not defined by age or demographics, and can affect individuals at any stage of life. Many clients and families experience vulnerability due to emotional distress, lack of knowledge, or complex legal/financial processes, particularly post-bereavement. Vulnerability is not always disclosed; advisers should recognise behavioural or decision-making difficulties as potential indicators. Effective support requires proactive identification of changing needs—emotional, practical, and financial. Pre-bereavement planning, including Wills, protections,… Read more

Published by: Financial Conduct Authority Search for original: Link Key Take Aways The FCA supports the IWG’s progress in establishing a new credit information governance framework, underscoring the CRGB’s central role in driving market improvements. The governance model is designed to improve data quality, stimulate innovation and competition, and enhance financial inclusion. Stakeholder engagement and collaboration have been essential in agreeing governance structures, including Board representation and advisory councils. The CRGB’s outcomes-based approach prioritises consumer benefit, with a focus on… Read more

Published by: Ofgem Search for original: Link ### Key Take Aways 1. The majority of domestic consumers perceive standing charges as ‘unfair,’ driven by a lack of control and perceptions of high costs. 2. Less than a quarter of consumers regard unit rates as unfair, indicating a nuanced view of energy pricing components. 3. Consumer preferences for cost structures are highly divided, with some favouring removal or reduction of standing charges, others supporting current models. 4. Consumer understanding of the trade-offs in… Read more

Published by: Financial Conduct Authority Search for original: Link Key Take Aways Natural Language Processing (NLP) is rapidly evolving and holds significant promise for financial services, including customer support, automated advice, and document analysis, with AI potentially adding $13 trillion to global economic output by 2030. Despite technological advances, NLP models such as word embeddings may perpetuate harmful social biases, which could lead to unfair or discriminatory outcomes in consumer-facing applications. No single technique is sufficient for measuring bias in… Read more

Published by: Financial Conduct Authority (FCA) Search for original: Link Key Take Aways Digital platform design significantly influences customer understanding and decision-making, with good design supporting positive outcomes and poor design leading to rushed or misinformed decisions. Firms that proactively review and update their digital journeys demonstrate better alignment with Consumer Duty expectations. Designing journeys tailored for different customer groups, including vulnerable and non-standard customers, enhances support and compliance. Inclusion of friction points within digital journeys can effectively encourage customers… Read more