At which stage of a policy's lifecycle does the Financial Conduct Authority expect an insurer to treat the customer fairly?

The correct understanding is that the Financial Conduct Authority (FCA) expects insurers to treat customers fairly throughout the entire lifecycle of an insurance policy. This principle ensures that from the initial proposal to policy inception, renewal, and claims handling, customers receive fair treatment at every stage.

This holistic approach emphasizes the insurer's obligation to adhere to fair treatment principles consistently, fostering trust and transparency in the relationship with the policyholder. It reflects a commitment to delivering a positive customer experience, ensuring that the insurer acts in the best interests of the policyholder at all times, rather than at isolated points in the policy's duration.

Treating customers fairly throughout the whole lifecycle supports regulatory compliance and helps build a strong reputation for the insurer, vital for customer retention and satisfaction.