2023 in review: Adviser views on a 'tough' 12 months

Provider service quality, claims timescales and Consumer Duty

Jaskeet Briah
clock • 7 min read

COVER asked a range of protection advisers for their views on how the industry has fared throughout 2023, including opportunities, successes, and frustrations.

Debbie Kennedy, chief executive officer, LifeSearch: "As we reach the end of 2023, it's easy to sum up this year as another same ol', same ol'. Same no growth in the protection market, same product tweaks (some claiming to be game-changing innovation) and same unremarkable levels of customer service. In fact, at times and too often, service has been atrocious. Not just for new customers, but in our moments of truth too, when dealing with claimants. "If I look harder, I do see green shoots of change in protection. Not all are positive, but are driving change, nonetheless. We've wi...

To continue reading this article...

Join COVER for free

  • Unlimited access to real-time news, key trend analysis and industry insights.
  • Stay on top of the latest developments around health and wellbeing, diversity and inclusion and the cost of living crisis.
  • Receive breaking news stories straight to your inbox in the daily newsletter.
  • Members only access to monthly programme 'The COVER Review'
  • Be the first to hear about our CPD accredited events and awards programmes.

Join now

 

Already a Cover member?

Login

More on Adviser / Broking

COVER Summit North 2025: In pictures

COVER Summit North 2025: In pictures

Event gallery

COVER
clock 28 March 2025 • 1 min read
Simplybiz names Tom Hegarty as CEO

Simplybiz names Tom Hegarty as CEO

Marks second stint at Fintel

Jenna Brown
clock 27 March 2025 • 1 min read
COVER Protection and Health Summit North 2025: Final call to register

COVER Protection and Health Summit North 2025: Final call to register

27 March 2025 – The Park Royal Hotel, Warrington

COVER
clock 18 March 2025 • 1 min read