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Insurance Ireland – KPMG Webinar: Complaints Management Best Practice & Consumer Reform Expectations


Time: 11.00 - 12.00

Place: Virtual via Zoom


Overview: Insurance Ireland and KPMG take a deep look at emerging themes in best practice complaints management within the insurance industry, and discuss what firms can expect to see over the next number of years when it comes to consumer protection.

Complaints Management:

We will explore some of the key challenges and expectations surrounding complaint management and provide global insights. In particular we will explore:

  • Enterprise Wide Complaints Culture: Complaints as an enterprise wide responsibility, with full executive responsibility and oversight in order to drive better outcomes;
  • Best in class Target Operating Model (TOM): Technology / systems, MI identify early conduct risk indicators and vulnerable customers, future proof operations and align to regulatory expectations; and
  • Cost of Complaints: Understanding the true cost of complaints, and critically the value of ‘getting it right’, allowing organisations to execute proactive operational responses.

 Consumer Reform Expectations:

  • The New Consumer Agenda was published by the European Commission in November 2020 and provides a consolidated view for Consumer Policy within EU member states from 2020 to 2025. Consumer protection is at the forefront of this agenda and the Central Bank of Ireland’s priorities for 2021. We will highlight what you can expect over the next five years when it comes to consumer protection.


  • Welcome address: Jacqueline Thornton, Manager of EU and Domestic & Regulatory Affairs and Company Secretary, Insurance Ireland
  • Gillian Kelly, Partner & Head of Conduct Risk, KPMG in Ireland
  • Áine MacDonnell, Director Risk Consulting, KPMG in Ireland
  • Yvonne Kelleher, Director Risk Consulting, KPMG in Ireland

 This event is open to the Insurance Ireland members only. For further details please contact  


Insurance Ireland (Member Association) Company Limited by Guarantee trading as
Insurance Ireland. Registered in Ireland. No. 553048. Registered Office: Insurance Centre,
5 Harbourmaster Place, IFSC, Dublin 1. DO1 E7E8.

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