The Protection Distributors Group (PDG) is expanding its adviser membership as it looks to improve consumer outcomes in the protection industry.
The Insurance Surgery and Premier Choice Group will be joining the PDG next month (May 1), bringing the group’s total membership to 16.
Tom Horton, managing director of The Insurance Surgery, said: “Our motivation for joining the PDG revolves around improving customer outcomes in the world of protection and, using our knowledge and experience from the coalface of advising on protection, to work with the PDG and insurers to do just that.
“I think it’s important for The Insurance Surgery and all other firms in the PDG to be involved in such initiatives, as we are the ones speaking to customers day in, day out.
“We have a duty of care to feedback customer experiences, good or bad, and we need to use those experiences to improve the customer journey across the industry as a whole."
Claire Ginnelly, managing director at Premier Choice Group, added: “Protection is becoming a more important part of our customer offering and we are pleased to give our commitment to improve customer outcomes and input into wider discussions.”
The PDG was established in 2016 with the aim of encouraging better outcomes for consumers through insurers and intermediaries.
Its claims charter for insurers, for example, outlines the group’s view on standard best practice based on experiences of helping clients with claims.
Alan Knowles, chairman of the PDG and managing director of Cura, said: “Across our industry, the customer should be at the centre of what we do and it’s great to see two more firms committing to improving outcomes for consumers working as part of the PDG.
“We’re looking forward to drawing on their expertise and sharing our ambitions with them over the coming months.”
The PDG is one of various initiatives in the industry that is looking to improve consumer outcomes.
This week (April 19) the Association of British Insurers (ABI) said it was aiming to train 5,000 advisers and frontline staff on mental health by the end of the year, with the aim of improving standards for insurance customers with mental health conditions.
And in a bid to increase consumer trust, insurers have committed to explain underwriting decisions when they offer non-standard terms, or are unable to offer cover, under an agreement that comes into effect towards the end of the year.
What do you think about the issues raised by this story? Email us on FTAletters@ft.com to let us know.