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<p>Insurers make commercial decisions about the terms on which they will offer cover
following an assessment of the relevant risks. However, the Government is determined
that insurers treat customers fairly and insurers must comply with the relevant legislative
and regulatory rules.</p><p>The Financial Conduct Authority’s rules require insurers
to treat their customers fairly and the FCA has robust powers to act against firms
that do not comply. The UK Government is also committed to tackling discrimination
and the Equality Act 2010 providers legal protections from discrimination due to protected
characteristics. This means insurers cannot use ethnicity as a risk factor when determining
the price of insurance.</p><p>Customers who feel they have not been treated fairly
by their insurer are able to complain to the Financial Ombudsman Service, the independent
body established to provide arbitration in such cases.</p>
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