INSURANCE INSIGHTS

THE WHO2 GLOBAL VIEW Picture the scene. You own a shop. Every morning, you unlock the doors, switch the lights on and make sure everything is exactly where it should be. The shelves are tidy. The products are lined up perfectly. The signage looks good. Nothing is technically broken. In fact, it has looked pretty much the same for years. So, the shop floor isn’t a mess. It’s “perfect”. Or is it? Because nobody has asked whether the right products are in the right places. Nobod

THE WHO2 GLOBAL VIEW The FCA has published its latest findings on good and poor practice across products and services under Consumer Duty. And for us at WHO2, one message stands out: Having the process is not the same as proving the outcome. The FCA’s review looked at 38 firms across financial services, including insurance, and identified good practice alongside clear areas for improvement. The findings cover product design, target markets, ongoing monitoring, distribution, t

THE WHO2 GLOBAL VIEW The battle is no longer just for the quote. It is for the entire journey. For years, the relationship between insurers, brokers and price comparison platforms has been relatively clear. The insurer manufactured the product and carried the risk. The broker advised, arranged or serviced it. The aggregator helped the customer compare the market and then passed them across to somebody else to complete the purchase. That distinction is beginning to disappear.

THE WHO2 GLOBAL VIEW Insurance has outsourced for years. Technology. Claims. FNOL. Contact centres. Policy administration. Pricing capability. Add-ons. Data. Customer communications. Sometimes almost the entire proposition. And there are very good reasons for doing it. Why build something that already exists? Why employ 40 people when a specialist partner has 400? Why spend two years building infrastructure when somebody can switch it on in three months? A strong outsourced

THE WHO2 GLOBAL VIEW THERE IS A NOTICEABLE SHIFT HAPPENING INSIDE UK PERSONAL LINES BROKERS. Not a collapse. Not a crisis. But a quiet strain across operations, margins, people, and governance. Most brokers are still growing. Many are still profitable. But underneath the headline numbers, things feel harder than they should. That usually means the operating model is out of sync with the market. WHAT WE’RE SEEING ACROSS BROKERS RIGHT NOW Complexity has crept in faster than co

THE WHO2 GLOBAL VIEW POTHOLE DAMAGE IS NO LONGER NOISE IN THE MOTOR BOOK. It is a line item. For years, pothole damage sat in the annoying but immaterial category. A tyre here. An alloy there. A customer grumble. Nothing strategic. That is not what we are seeing now. Through Benchmarq360, reviewing live broker and insurer motor data across multiple books, pothole related damage has shifted from sporadic to structural. This is no longer a winter spike. It is frequency. WHAT

THE WHO2 GLOBAL VIEW At the start of 2026, the UK private motor market has moved out of crisis mode and into a period of fragile stabilisation. After two years of severe premium inflation (2023–2024), 2025 marked the first year of moderation. By early 2026, average premiums have plateaued or softened slightly, loss ratios have improved, claims inflation remains elevated, and competitive pressure is quietly returning. 2026 is shaping up to be a year of selective softening, not

THE WHO2 GLOBAL VIEW. 40 plus modules. Thousands of questions. Board level through to operational detail. And some patterns are starting to repeat. Not opinions. Data. Here’s what keeps coming up... INSURER RELATIONSHIPS SCORE WELL. ALIGNMENT DOES NOT. Most brokers rate highly for relationship strength. Regular meetings. Access to decision makers. Open dialogue. BUT BUDGETS? Completely misaligned. Ie- Broker wants to grow 15 percent. Insurer is under combined ratio pressure