Insurance Times Advent Calendar: Clint Milnes

1. What was your insurance industry highlight of 2024?

The positive relationships we have built with insurers, culminating in protocol agreements. The agreements are a shared commitment to collaboration and trust, as well as improving the outcomes for customers.

They ensure a more balanced approach to addressing the claims challenges facing the industry, reducing friction and aligning interests across the board. In an increasingly complex landscape, this co-operation highlights the power of partnerships.

As John Lennon said, ‘Give Peace a Chance’ – in 2024, co-operation proved its value.

2. What is your Christmas message for your insurance colleagues?

Have a very Merry Christmas and may your claims be merry and bright! We hope the only thing you have to underwrite is your New Year’s resolutions.

We also hope the industry takes time to reflect on its successes as well as the areas in need of improvement in 2025. It’s the perfect time to celebrate what’s been achieved and to look forward to seizing the opportunities that lie ahead.

Here’s to a festive season filled with optimism and a strong start to the New Year!

3. What do you hope to find under the industry’s Christmas tree for 2025?

A box full of intention to focus on complying with consumer duty and a gift card promising no regulatory or legal changes in the next 12 months.

A solution to the cost of motor insurance that delivers actionable solutions, which balances affordability for consumers and at the same time is sustainable for insurers to deliver. Insurance affordability is essential for households, but it has been tough going for insurers faced with rising motor claims costs.

That’s not to say there isn’t more insurers can do to address the claims processes that add frictional costs to settling claims. But, a well balanced set of conclusions and proposals from the taskforce could foster greater consumer trust and ensure market stability.