TCC recently featured in Contact Centre Briefing, where TCC Group (TCC, Momenta and Recordsure) CEO Joe Norburn discussed the implications of the FCA Market Study into pure protection. Launched in 2024, the review signals increasing regulatory focus on fair value, transparency of commission structures and how customers access protection products, with early findings highlighting both improved claims outcomes and ongoing issues such as 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, while encouraging firms to strengthen governance, data and customer communications ahead of the final report due in Q3 2026. The key takeaway: firms that can evidence transparent pricing, appropriate incentives and strong customer outcomes will be best positioned as expectations continue to rise.
