A lot to take on board

One view that is widespread among claims handlers is that the industry was already carrying out the practices required by the Financial Services Authority (FSA), before the advent of regulation, but that the current administrative pressures to record and prove that those practices are in place have required investment in terms of time and resources.

This view is borne out by David Williams, Axa claims director, who compares the current regulatory environment to the voluntary codes of practice

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