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Boardroom Forum: Managing the Expectation Gap in General Insurance


Where: Association of British Insurers - UK Head Office - London, One America Square, 17 Crosswall, London, EC3N 2LB, United Kingdom

Registration: (and Networking Breakfast) from 08:30

Event registration closed


Free Members Event

Please note: All members must be logged into their ABI member account to be able to book this event.

Our Boardroom Forum,  is a union of our NEDs & Chairs Network and Executives’ Club breakfast delegates, creating one network for Execs, C-Suite members, NEDs and Chairs from ABI Member and Associate Member companies. 

Join us at our November Boardroom Forum where we will discuss how to manage the expectation gap in General Insurance.

When buying insurance, customers are buying a promise of help when things go wrong. But sometimes, there is an expectation gap between what customers thought that promise was and what the provider intended. There are also gaps in how customers perceive the way insurance is priced and their understanding of pooling of risks.

This can be just as applicable in the commercial and specialist arena as it is in the retail space and this event will consider what leads to an expectation gap and the things insurance carriers can do to help reduce it.

The reputational risk to individual insurers and the industry as a whole when policies don’t meet customer expectations can be profound. Delegates will gain an appreciation of these risks, how they may impact their business and how they can bring about change to manage the risk of reputational damage.

Confirmed Speakers

Why attend?

  • Customer expectations on both price and coverage continue to develop and it is important to understand these expectations and why there are gaps between these expectations and those of insurance providers.
  • Explore how expectation gaps impact the perception of insurance and the reputation of the industry.
  • Focus on why these gaps can exist or develop and ways that these gaps can be closed including working with the customers to improve understanding, but also how we can make policies clearer.
  • How the ABI is helping the industry to increase customer knowledge of how insurance works.

The dress code is business attire, if you have any dietary requirements please enter these when registering.

Bookings close at 17:00 on Wednesday 29th November 2023.