Presents
WHAT WE WILL DISCUSS
As regulatory expectations around the FCA’s Consumer Duty continue to evolve, insurance firms face increasing pressure to identify and support vulnerable customers effectively. Yet, many organisations still grapple with fragmented systems, inconsistent processes, and a lack of frontline readiness.
This Huntswood-hosted round table will bring together industry leaders to explore the key challenges and opportunities in delivering fair outcomes for vulnerable customers.
Discussion will focus on:
- Improving identification of vulnerability—distinguishing between ongoing needs driven by the FCA’s four drivers and situational vulnerabilities such as those arising during claims.
- Breaking down silos between complaints, claims, and customer service systems to ensure vulnerability flags are shared and acted upon.
- Moving beyond templated responses to more empathetic, supportive interactions.
- Equipping frontline staff with the training and confidence to recognise and respond to a wide range of vulnerabilities.
- Designing flexible processes that allow for bespoke, nuanced service—especially for customers whose needs fall outside standard procedures.
Join us for a collaborative and solution-focused discussion on how the insurance sector can better serve its most vulnerable customers—ensuring compliance, compassion, and commercial resilience go hand in hand.
AGENDA
18:00 – 18:30
Welcome Reception
18:30 – 19:15
Roundtable Discussion
19:15 – 20:30
Dinner
20:30 – 20:50
Networking
20:50 – 21:00
Closing
SOLUTION EXPERTS
Mark Begley
Senior Vice President Insurance Practice at Huntswood
Mark Begley is a highly experienced senior leader with over 25 years of success driving outsourcing, operational transformation, and supplier management across financial services, insurance, and other regulated sectors.
Known for delivering strong commercial outcomes and large-scale performance improvements, Mark has held senior roles across the UK and internationally, leading complex programmes for organisations including Aviva, Capita, and DLG.
As a neurodivergent leader (Autism/ADHD), Mark brings sharp pattern recognition, strategic clarity, and a different lens to complex challenges — helping organisations unlock value where others see obstacles.
Career highlights include:
- Leading a £250m outsourced estate for Aviva UK, delivering a 39% TNPS uplift, £45m in cost savings, and significant regulatory improvements.
- Driving 12-15% YOY profitability growth and major operational turnarounds at Capita.
- Managing global operations for Aviva, leading 4,000+ people across India and Sri Lanka with a focus on performance, control, and stakeholder engagement.
Mark is known for building accountable, high-performing teams and driving change with pace, clarity, and commercial discipline.
Richard Cooper
Senior Consultant at Huntswood
Richard has over 25 years’ experience within financial services, with specialist expertise in areas such as complaints, regulatory compliance, Consumer Duty, quality assurance and operational improvement. Richard has worked on multiple Consumer Duty projects with a range of clients across financial services. His in-depth knowledge within financial services can be attributed to his experience at the FOS and FCA, where he supervised firms and undertook sector and firm-specific conduct risk assessments, including complaints framework efficiency.
Jon Boardman
Director of FS, Insurance at Huntswood
Jon has a track record of supporting numerous peer firms within lending and broader financial services.
With over 15 years’ experience, he works in partnership with firms to build collaborative relationships and help design bespoke, innovative solutions for driving improved mutual value.
Jon is responsible for supporting his clients to implement their long-term strategies, and will facilitate this throughout this engagement by facilitating a contract management approach which is open, collaborative and continues to provide a clear view of performance and risk.
