Life Insurance: Consumer Duty Teardown #4

It's Consumer Duty anniversary day, so we're rounding off Consumer Duty month with our fourth and final teardown.We take a look at life insurance and protection: the sector with 7 of the FCA's 11 open investigations.We ran a direct insurer, a comparison site, and an independent broker through UX Duty and found 109 issues between them, half of them accessibility failures.In this episode: misleading "£3 a month" headline pricing that hides eligibility criteria in tiny asterisked footnotes, pre-ticked marketing consent boxes that breach GDPR, sites that make it nearly impossible to reach a human for a complaint, and a wrap-up of what four teardowns (12 firms, ~600 findings) reveal about where financial services UX keeps failing consumers.Chapters00:00 Introduction to the Consumer Duty Teardowns02:16 Overview of the Insurance Sector Investigations06:24 The core findings in the insurance sector08:37 Misleading Headlines and Transparency Issues15:22 Consent, GDPR, and Dark Patterns20:40 The Impact of AI on Accessibility and Regulation25:35 Collecting Data and Privacy Concerns31:22 Complaints Procedures and Vulnerable Customers33:53 Website Accessibility and Quality Testing38:13 The Future of Accessibility with AI41:17 Summary of Findings and Industry Implications47:20 Jargon Busters!50:27 Next time: the EU AI Act