Making sure your insurance brand is compliant with the FCA Consumer Duty can be time consuming, but it’s vital to get things right. This new toolkit could help brands do that job better.
Comentis, the duty of care assessment company, today announces the launch of its new Outcome Survey. The full-service platform, is the first of its kind to overlay customer sentiment with vulnerability data, enabling firms to move from reactive compliance to proactive consumer protection.
The Comentis Outcome Survey platform is purpose-built for the Financial Conduct Authority’s (FCA) Consumer Duty requirements and fully aligned to its four pillars; consumer support, consumer understanding, price and value, and products and services.
“This is not just another survey, it’s a proactive risk management tool to close the validation gap in Consumer Duty compliance,” explains Jonathan Barrett, CEO and Co-founder of Comentis.
Barrett continues: “Since the implementation of Consumer Duty, firms have struggled to move beyond the vulnerability identification phase. But now a new challenge presents; validation. The regulator now wants empirical evidence to prove that both vulnerable and non-vulnerable clients are receiving equally good outcomes.”
Traditional survey tools tend to rely on simple one-five scales which can mask underlying issues. Comentis’ discovery research found that clients often leave neutral scores but include critical feedback in free-form text – comments that are frequently missed by automated triggers in legacy systems. The new Comentis platform uses AI-powered sentiment analysis to identify these hidden themes across thousands of entries, ensuring no at-risk outcome goes unnoticed.
Barrett explains: “Most platforms just capture data and play it back. We’ve built a solution that triggers automated workflows. If a client provides a low score or a negative sentiment comment, the system immediately flags it to a supervisor so the issue can be addressed before it escalates. It’s about moving away from the reactive, to proactively ensuring good outcomes for all.”
Other key features of the Outcome Survey platform:
- Vulnerability overlay: The platform correlates satisfaction scores directly with a client’s vulnerability status.
- AI-Powered sentiment analysis: High-speed processing of free-form text to identify hidden themes, strengths, and critical feedback across thousands of entries.
- Proactive workflows: Automatic flagging of at-risk outcomes, allowing firms to intervene and rectify issues instantaneously.
- Board-ready reporting: One-click PDF exports providing a comprehensive breakdown of performance against the four pillars of Consumer Duty.
The platform is available both as an integrated feature to work alongside Comentis vulnerability assessments and also as a standalone product due to significant demand from firms seeking a robust, scalable way to demonstrate good outcomes to the FCA.
Barrett concludes: “The Outcome Survey will bridge the validation gap and give firms the ability to prove to the regulator that processes are working for everyone – and if they are not – fix them quickly, thereby demonstrating a genuine duty of care for clients.”
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