FCA confirms measures to protect customers from the loyalty penalties



The Financial Conduct Authority (FCA) is implementing a package of remedies to protect home and motor insurance customers from loyalty penalties.

This includes new rules so that renewal quotes for insurance consumers are not more expensive than they would be for new customers.

These measures address the issues identified in the FCA’s September 2020 market study, which found that millions of home and motor insurance customers lose out if they renew repeatedly with their current providers.

In 2018, six million loyal policy holders would have saved £1.2bn had they paid the average price for their actual risk.

Many firms increase prices for existing customers each year at renewal – known as price walking – meaning that consumers have to shop around and switch every year to avoid paying higher prices for being loyal.

It also distorts the way the market works for everyone, stated the regulator. Many firms offer below-cost prices to attract new customers, using sophisticated processes to target the best deals at customers who they think will not switch in the future and will therefore pay more.

The FCA’s new rules will stop firms price walking. Insurers will be required to offer renewing customers a price that is no higher than they would pay as a new customer.

It is likely that firms will no longer offer unsustainably low-priced deals to some customers. However, the FCA estimates that these measures will save consumers £4.2bn over 10 years, by removing the loyalty penalty and making the market work better.

In addition to the new rules on pricing for home and motor insurance, the FCA is also bringing in new rules to:

  • give most consumers easier methods of cancelling the automatic renewal of their policy,
  • require insurance firms to do more to consider how they offer fair value to their customers, and
  • require home and motor insurance firms to report data to the FCA so that it can supervise the market more effectively.
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Sheldon Mills, executive director for consumers and competition at the FCA, commented: “These measures will put an end to the very high prices paid by many loyal customers.

“Consumers can still benefit from shopping around or negotiating with their current provider – but won’t be charged more at renewal just for being an existing customer.

“We will be watching closely to see how the market develops in the future and to ensure firms continue to deliver fairer value to consumers.”

The pricing, auto-renewal and data reporting remedies come into effect on 1 January 2022.

The rules on systems and controls, product governance and premium finance take effect from the end of September 2021.

Alongside today’s statement, the FCA has also published research on how incentives affect consumers’ choices, focusing on purchases of motor and home insurance made through price comparison websites.

The FCA will continue to monitor the market closely to ensure firms are ready to implement the pricing changes on time. It will also review the effects of the remedies over the course of 2022, ahead of a full evaluation in early 2024.

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