The blame for the industry's woes lies squarely at the feet of its senior management, according to Royal & SunAlliance UK chief executive Duncan Boyle.
Speaking at a debate on customer confidence, Boyle said that competence of the industry's leaders had to improve.
"I think we are an industry that recycles failure at leadership level."
Other speakers focused on the skills of the front line staff in improving consumers' confidence in the industry,
Zurich managing director personal lines Ian Owen said: "The front line is the critical interface with customer. Senior management needs to ensure they have the necessary skills."
FSA managing director John Tiner echoed this point: "If there is to be a restoration of trust, it's going to happen at the sharp end."
