7 - Conduct And Culture

Question 1

In an insurance context, what is ‘good conduct’?

Answer 1

Being open, honest and transparent, and meeting or exceeding expectations while generating trust.

Question 2

What is ‘trust capital’?

Answer 2

The idea that trust must be earned.

i.e. clients may only trust a broker/insurer when they have a claim.

Question 3

If a client trusts their broker what are they more likely to do?

Answer 3

Continue to place their business with them.