Clearer communications vital to consumer trust

Independent research commissioned by the CII has identified that customers want greater empathy, clarity and consistency from providers when accessing their pensions under the new freedoms.

The research, carried out at the end of last year, highlighted what challenges need to be addressed if the sector is to establish consumer trust and confidence. It shows that consumers required a more personalised approach when discussing their pensions options. Most notably asking for providers to demonstrate “more empathy” in their dealings with customers.

Read the full article online at the Chartered Insurance Institute.