Claims remain the moment of truth
Among dissatisfied customers, the recurring complaints were sharp renewal increases, difficult claims journeys and poor communication. Claims featured far more often in negative feedback than in positive reviews.
The straightforward reality is that a policy’s true test comes when a customer actually needs to use it. Mortgage brokers who treat protection as a tick-box exercise are not just falling short of good advice practice. They are attaching their reputation to a claims experience they have not adequately prepared their client for.
Smart Money People’s Insurance Fairness Index reached 96.0 for Q3 2026, up from 95.8 in Q3 2025. The index scores customer confidence across four areas: product understanding, suitability, value for money, and fair treatment. All four improved or held steady year on year.
For brokers who include insurance within their service, this data connects directly to Consumer Duty. The Financial Conduct Authority (FCA) brought those obligations into force on 31 July 2023. Demonstrating good customer outcomes requires brokers to look beyond the sale. The FCA defines those outcomes in part through whether products genuinely meet client needs.
Ease of access, clarity of cover, and the experience at renewal and claim are all within the scope of what a mortgage broker recommends. As Consumer Duty has raised the standard of mortgage advice, these are the expectations any broker who introduces insurance must now be prepared to meet.
