For the sixth day of Advent, Sarah Vaughan, director at Angelica Solutions, explains why insurers should never lose sight of the customer experience
Open your advent calendar below!
[ADVENT-REVEAL-START]
What was your insurance industry highlight of 2025?
Claims fraud wins always warm my heart.
Every year we see cases uncovered through strong collaboration between insurers, the Insurance Fraud Enforcement Department (Ifed) and police forces.
They’re a reminder of what the industry can achieve when competition is set aside to tackle criminality and reduce the unfair cost burden on innocent consumers.
As much as we might wish for a world where counter fraud teams aren’t needed, the reality is we must stay one step ahead of the criminals. These partnerships are essential and long may they continue.
And there’s a useful parallel here. If the industry can pull together so effectively on counter-fraud, could it do the same to help reduce road deaths? For me, it’s a blueprint of the kind of partnership I’d love to see between insurers and the wider road safety community.
What is your Christmas message for your insurance colleagues?
Walk a mile in your customers’ shoes.
Having seen the insurance process for a couple of products through the eyes of the insured this year, I’m reminded just how complex and potentially confusing our products can be. I worry we’ve become so focused on data, modelling, compliance and internal mechanics that we risk losing sight of our raison d’être.
Even if you think the Which? super complaint is a gimmick, there’s usually no smoke without fire and none of us can pretend the industry has a glowing reputation with customers.
Be bold, do the right thing, and I hope you’ll be rewarded.
What do you hope to find under the industry’s Christmas tree for 2026?
Capacity!
It would be great to unlock the potential for new market entrants bringing back competition and opening the door to innovation. That means lightening the regulatory burden, reducing friction and removing the blockers that currently slow or discourage start-ups.
We need an environment where good ideas can actually make it from concept to market.
A more enabling regulatory approach wouldn’t lower standards, but it would give smaller players room to breathe, investors more confidence and new thinking the space it needs to grow. A bit more capacity and momentum across the market would be a welcome sight under the tree.
[ADVENT-REVEAL-END]
Hosted by comedian and actor Tom Allen, 34 Gold, 23 Silver and 22 Bronze awards were handed out across an amazing 34 categories recognising brilliance and innovation right across the breadth of UK general insurance.
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