1、MILLIMAN REPORT Trends in customer treatment regulation October 2024 Jennifer van der Ree,FIA Amy Nicholson,FIA John Jenkins,FIA MILLIMAN REPORT Table of contents INTRODUCTION.1 OVERVIEW OF CUSTOMER TREATMENT REGULATIONS AROUND THE GLOBE.2 PRESCRIPTIVENESS OF CUSTOMER TREATMENT REGULATION.7 SOURCES

2、OF WIDER INDUSTRY GUIDANCE.9 ATTITUDES TO COMPLIANCE.10 MONITORING OF COMPLIANCE.12 REGULATIONS RELATED TO WITH-PROFITS/PARTICIPATING BUSINESS.13 REGULATIONS RELATING TO NON-ROUTINE ACTIVITIES.15 FUTURE DEVELOPMENTS IN CUSTOMER TREATMENT REGULATION.16 CONCLUSIONS.17 CONTRIBUTORS.18 MILLIMAN REPORT T

3、rends in customer treatment regulation 1 October 2024 Introduction The aim of this research is to gather detailed insights into the regulatory landscape affecting life insurance policyholders across various countries/territories regarding policyholder reasonable expectations(PRE)and treating custome

4、rs fairly(TCF).The focus is on regulations and guidance impacting policyholder benefits and treatment,excluding solvency-related regulations.Key areas of interest include discretionary elements such as bonuses,charges,investment strategies,customer communications,and customer value and outcomes.We r

5、efer to this collectively as customer treatment regulations.Our objectives are to assess:The current state of customer treatment regulations across different territories,considering both the extensiveness and prescriptiveness of regulations Sources of wider guidance for insurers Attitudes to complia

6、nce with customer treatment regulations Monitoring of compliance with regulations,including accountability and retrospective reporting Regulations specific to with-profits/participating business,and to non-routine activities Expected future developments in customer treatment regulation Milliman cons