ABI publishes framework for the management of ‘gone-away’ customers in the life and pensions market

The Association of British Insurers (ABI) has produced a framework designed to help firms operating in the life and long-term savings market to better identify, trace, verify and manage those customers with whom they have lost contact (‘gone-aways’).

The voluntary framework, which consists of 11 principles, is intended to support providers in developing, maintaining and improving their own strategy and procedures for dealing with ‘gone-away’ customers. Within the framework, ABI has suggested various actions that a provider could take in order to meet the principles.


FIN. Team