What happened?
TCC Group featured in Contact Centre Briefing, where Group CEO Joe Norburn discussed the implications of the FCA’s Market Study into pure protection, launched in 2024. Early findings from the review point to improved claims outcomes alongside ongoing concerns, including protection gaps and limited accessibility for vulnerable customers.
The FCA is now examining whether remuneration and distribution models influence product suitability, affordability and long-term outcomes, and is encouraging firms to strengthen governance, data and customer communications ahead of its final report, due in the third quarter of 2026.
Why does it matter?
The study signals increasing regulatory focus on fair value, the transparency of commission structures and how customers access protection products. It sits alongside the FCA’s broader outcomes-based approach to consumer protection across financial services.
Firms that can evidence transparent pricing, appropriate incentives and strong customer outcomes will be best placed as expectations continue to rise in the run-up to the final report.
Supporting sources
Frequently asked questions
What is the FCA's Market Study into pure protection?
It is a review, launched in 2024, examining fair value, commission transparency and customer access in the pure protection market, with a final report due in the third quarter of 2026.
What has the FCA found so far?
Early findings point to improved claims outcomes but also highlight ongoing protection gaps and limited accessibility for some vulnerable customers.
What should firms do ahead of the final report?
Strengthen governance, data and customer communications, and be ready to evidence transparent pricing, appropriate incentives and strong customer outcomes.
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Reviewed by TCC Group Editorial Team