13 March 2026 · Consumer understanding
Testing was often “superficial, one-off or poorly documented”.
- Some firms left key customer groups out of testing.
- Some changed communications without checking the changes worked.
It adds to your outcomes framework. It doesn't replace it.
30%
of travellers surveyed were sometimes unsure what their travel insurance covered.
91%
of travel policies reviewed by Which? require customers to report health changes after buying.
Sources: Admiral-commissioned survey, May 2026; Which?, June 2026.
What the FCA is asking for
13 March 2026 · Consumer understanding
Testing was often “superficial, one-off or poorly documented”.
27 July 2026 · Outcomes monitoring
Collecting MI “will not, by itself, show” whether customers get good outcomes.
Clarune helps you support your Consumer Duty obligations with better evidence. The FCA doesn't prescribe a testing method, and no tool guarantees compliance.
Product demo
Follow Alex from quote to departure. Watch what the insurer sees.
Meet Alex
A two-minute guided journey
Interactive · 2 minutes
See the gap between your policy and what customers expect.
Scripted demo. Synthetic data.
The customer
Alex, 41
See what customers understand, by product and message.
Fix the wording that's actually causing confusion.
A clear trail from finding to decision to result.
Clear up confusion before it becomes a call.
What's included
Consumer Understanding Pilot
A focused 3–4 week engagement. Low integration: one journey, hosted testing and a report you can use.
Early-stage product. Outcomes are tested in pilots, not promised.
Trust and oversight
It adds to your outcomes framework. It doesn't replace it.
30%
of travellers surveyed were sometimes unsure what their travel insurance covered.
91%
of travel policies reviewed by Which? require customers to report health changes after buying.
Sources: Admiral-commissioned survey, May 2026; Which?, June 2026.
What the FCA is asking for
13 March 2026 · Consumer understanding
Testing was often “superficial, one-off or poorly documented”.
27 July 2026 · Outcomes monitoring
Collecting MI “will not, by itself, show” whether customers get good outcomes.
Clarune helps you support your Consumer Duty obligations with better evidence. The FCA doesn't prescribe a testing method, and no tool guarantees compliance.
Product demo
Follow Alex from quote to departure. Watch what the insurer sees.
Meet Alex
{{stageCaption}}
Interactive · 2 minutes
See the gap between your policy and what customers expect.
Scripted demo. Synthetic data.
The customer
Alex, 41
Your quote · step 1 of 3
Single-trip cover, 7 days in Portugal
Traveller: Alex, 41 · Pre-existing condition declared
Before you buy, let's check one important detail.
If your asthma needed emergency treatment abroad, would this policy cover it?
Understanding your cover · step 2 of 3
{{s2Lead}}
You've declared your asthma, but this quote excludes asthma-related medical costs.
Declaring a condition lets the insurer assess it. It doesn't mean it's covered.
Medical conditions you declare are covered only if we agree to cover them and list them as accepted on your schedule. Asthma: declared, not accepted.
Automated · approved wording only
Want to explore cover that includes your asthma?
Would an asthma attack on a flight count?
{{r2}}
{{r2Tag}}
Your updated quote · step 3 of 3
{{s3Context}}
Harbourline has sent an updated quote. Please review the new cover.
Cover decided by Harbourline, not Clarune
Under the new quote, is asthma treatment abroad covered?
Two weeks before departure
Hi Alex, your trip is coming up. Policies often ask you to report health changes after you buy.
Has anything changed since you bought your policy?
I've recently started treatment for a new medical condition. Do I need to tell my insurer?
{{r4a}}
{{r4b}}
Exploratory feature. Not live policy monitoring.
Quote shown. Waiting for Alex's answer.
Checking: medical exclusion · §4.2, v3.1
{{caseTitle}}
Alex · single-trip travel quote
Source: policy summary v3.2 (fictional) · logged day 2, 10:44 (synthetic)
Shows what was said and how Alex answered. Not proof of understanding.
Activity
Clarune Intelligence · Harbourline single-trip travel · last 30 days
1 · Comprehension
Declared-condition exclusion · travel quote
34%
misunderstood this exclusion
18%
still unclear after clarification
Includes Alex's first answer
Misunderstood, by customer group
Illustrative figures only. Not actual Clarune results.
2 · Interventions
Illustrative counts
3 · Improvements
Recommended action
Review the prominence and wording of the declared-condition exclusion. Test a revised explanation and compare results.
Retest results go here. Your pilot fills them in.
Your team decides what changes
4 · Evidence
Management report
For compliance and product teams
A trail from finding to decision to result.
Evidence of understanding on the concepts tested. Not proof of understanding of a whole product.
Management view
What a pilot measures against your baseline. Targets to test, not results.
Customer service
Repeat enquiries. Time spent explaining cover.
Measured in pilot
Risk and complaints
Cover misunderstandings, complaints and escalations.
Measured in pilot
Customer outcomes
Understanding of key exclusions. Access to support.
Measured in pilot
Commercial performance
Purchase completion, product fit and service cost.
Measured in pilot
Fix the misunderstanding before it becomes the problem.
{{insightLabel}}
{{insight}}
See what customers understand, by product and message.
Fix the wording that's actually causing confusion.
A clear trail from finding to decision to result.
Clear up confusion before it becomes a call.
What's included
Consumer Understanding Pilot
A focused 3–4 week engagement. Low integration: one journey, hosted testing and a report you can use.
Early-stage product. Outcomes are tested in pilots, not promised.
Trust and oversight
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