The Chartered Insurance has created a chartered transparency forum to drive better consumer understanding of what policies actually cover.

The forum will bring together consumer representatives, legal experts and practitioners from across the insurance profession.

It will examine the gap between actual and expected policy cover. It will publish and promote guidance, outlining the principles by which all professionals should take accountability for improving transparency, engagement and comprehension of communications relating to policy coverage. It will explore how policy drafting can better match brand promises, marketing messaging and consumer expectations.

Melissa Collett, professional standards director of the CII, will chair the group. It comprises: Peter Blanc, group chief executive of Aston Lark; Graham Trudgill, executive director of British Insurance Brokers Association; James Daley, managing director of Fairer Finance; James Dalton, director of general insurance policy of the Association of British Insurers; Mandy Hunt, chief underwriting officer of RSA Commercial; Philip Williams, managing director of Simply Business MGA; Jennette Newman, partner of Clyde & Co; Dr Matthew Connell, policy and public affairs director of the CII; and Ian Simons, customer director of the CII.

Sian Fisher, CEO of the CII, said: “When people buy insurance, they are buying a promise of help when things go wrong. But too often, there is an expectation gap between what customers thought that promise was and what the provider intended. To improve trust, we must understand exactly what leads to that gap, and how we can reduce it together. This forum will establish ‘what good looks like’ and encourage good practice across the profession.”

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