Insurance Insights: Week five

Published on: 09/12/2025 00:00

“Root cause analysis is the bedrock on which your strategies and products must be built on.”

In the final video in our five part series, we look at Redress Expectations and Complaints Handling. John Davison and Loka Venkatramana explore the regulator’s evolving expectations around redress and complaints handling, a topic that’s becoming increasingly critical for insurance firms.

John and Loka discuss:
➡️How critical is effective Root-Cause Analysis (RCA)?
➡️What does it mean to have a customer-centric culture?
➡️How can firms show that remediation is fed back into the product design stage?

📺 Watch their full discussion on Youtube.

🎉 Thanks for engaging with our Insurance Insights series. Check out our Youtube channel for any videos you may have missed.

If you would like to discuss Redress Expectations and Complaints Handling or any of the topics covered in our series, do reach out at contact@pathlight.associates