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The FCA’s thematic review has highlighted significant concerns within the insurance industry, particularly in how insurers handle the valuation of vehicles and other insured assets. These practices are crucial not only for the integrity of the claims process but also for ensuring that customers receive fair value and are treated equitably. While the review focuses primarily on vehicle valuations, the principles extend to the valuation of other insured assets. This section explores the key findings, connecting these issues to the broader challenges faced by manufacturers and distributors under the FCA's regulatory framework, particularly in light of the Consumer Duty and PROD 4.3 obligations.

Key Findings

Valuation of Vehicles

The FCA identified several poor practices in vehicle valuations that potentially lead to unfair customer outcomes:

• Inadequate Settlement Values: Some insurers have been found offering settlements lower than the industry guide prices. These practices can disadvantage customers, particularly if initial offers are made with the expectation of negotiation. This issue is especially concerning for vulnerable customers, who may not have the capacity or resources to challenge these valuations. Insurers are expected to align their settlement values with multiple retail guide prices rather than relying on a single source. Where market data is unavailable, firms should ensure that valuation is carried out by appropriately skilled experts.
• Unfair Deductions: Deductions for factors such as wear and tear, pre-existing damage, or previous total loss status are not always individually assessed, leading to potentially unfair outcomes. The FCA emphasises that such deductions should be fair, transparent, and justifiable, with proper documentation and governance to support these decisions.
• Consumer Duty and MI: Linked to the Consumer Duty, the FCA found that poor customer outcomes were exacerbated by insufficient data and MI collection, making it difficult for firms to identify and rectify instances of customer harm. Firms need to enhance their MI processes to monitor and ensure fair outcomes, especially when valuation methodologies change or when external factors impact valuations.

Communicating Settlement Offers

Clear and transparent communication is critical in the settlement process:

• Transparency Issues: The review found that some firms discouraged customers from disputing valuations by implying that there would be no chance of adjustment. This practice is particularly problematic when firms reference the Financial Ombudsman Service (FOS) prematurely in their communications, which may dissuade customers from challenging unfair offers.
• Multiple Valuation Methodologies: The FCA noted that when multiple methodologies are used to determine valuations, firms often failed to explain this clearly to customers, leading to confusion and mistrust. Insurers are urged to provide clear and concise explanations of how valuations are determined to help customers understand their settlements.

Handling Disputed Valuations

The process for handling disputes requires improvement to ensure fairness:

• Fair and Comparable Revaluations: The FCA identified inconsistencies in how revaluations are handled, with some customers receiving different treatment based on whether they accepted or challenged the initial valuation. Firms must ensure that revaluation processes are consistent and that customers who dispute valuations are not unfairly disadvantaged.
• Complaint Handling: While firms generally allow customers to provide additional information during disputes, the review highlighted the need for a more streamlined process. Unresolved disputes should be automatically treated as complaints to prevent protracted communication loops that frustrate customers.

Outsourcing and Third-Party Involvement

The review raised concerns about the oversight of outsourced claims processes:

• Inadequate Oversight: Some insurers rely heavily on third-party service providers for claims processing but only conduct limited audits or review complaints data. This lack of robust oversight can lead to inconsistent or unfair outcomes for customers, particularly when third parties have dual roles, such as salvaging assets they are also responsible for valuing.
• Conflicts of Interest: The FCA found that not all firms took sufficient steps to manage conflicts of interest arising from third-party roles. Insurers must implement effective systems to monitor outsourcing arrangements and ensure that they do not compromise the fairness of the claims process.

Manufacturer and Distributor Divide

• The issues identified in asset valuations, claims handling, and customer communication are intricately linked to the broader challenges faced by both manufacturers and distributors under the FCA’s regulatory framework. For manufacturers, these findings underscore the importance of robust product governance, particularly in ensuring that the methodologies used in valuing insured assets are fair, transparent, and well-documented. Manufacturers must also ensure that any deviations from established valuation processes are subject to stringent governance and record-keeping protocols.
• For distributors, particularly those involved in the sale and management of insurance products, the findings highlight the critical need for comprehensive and clear communication strategies. Distributors must ensure that they are not only following the guidance set by manufacturers but also actively monitoring the outcomes of these practices to ensure they align with the principles of fair value and customer protection under PROD 4.3. This includes ensuring that settlement offers and claims handling processes are communicated transparently to customers, especially those who may be vulnerable.

Conclusion

The FCA’s thematic review on insurers’ valuation practices underscores the need for significant improvements across the board, particularly in how insurers value vehicles and other assets, communicate settlements, handle disputes, and oversee outsourced claims processes. These issues are not isolated but are connected to the broader regulatory requirements that apply to both manufacturers and distributors. Ensuring fair value, transparency, and good customer outcomes requires a coordinated effort between manufacturers and distributors, supported by robust governance structures, effective MI systems, and clear communication strategies.

As the FCA moves forward with its supervisory and regulatory actions, firms must be prepared to take remedial actions, backed by senior management attestations, to address these issues urgently. The FCA’s commitment to holding firms accountable, ensuring fair outcomes, and providing necessary redress where customer harm has occurred, reinforces the importance of these improvements in safeguarding customer interests and maintaining trust in the insurance industry.