By using and browsing the CII website, you consent to cookies being used in accordance with our policy. Click 'Continue' to proceed. If you do not consent, you are always free to disable cookies if your browser permits, although doing so may interfere with your use of some of our sites or services.
Customise your experience
To be sure we show products and services relevant to you, please select your country/region of residence below. You can do this at any time using the 'select country' option in the site header.
Publication date:
24 March 2021
Last updated:
25 February 2025
Melissa Collett, CII Executive Director of Professional Standards and James Daley, Managing Director at Fairer Finance discuss closing the customer expectation gap and actions insurers can take to improve customer understanding of policy coverage.
Listen on the CII Radio podcast
Serving you better: Our website will be undergoing scheduled maintenance on Saturday 24 May 2025 between 08.00AM – 18:00PM BST, to improve our services and better support our member and learners.