Milliman has recently gathered detailed insights from its consultants around the globe into the regulatory landscape affecting life insurance policyholders. The focus of this research is on customer treatment regulations impacting policyholder benefits and discretionary elements such as bonuses, charges, investment strategies, communications, customer values and outcomes.

In this paper we discuss trends around the globe, including:

• The current state of customer treatment regulations, considering both the extensiveness and prescriptiveness of regulations
• Sources of wider guidance for insurers
• Attitudes to compliance with customer treatment regulations
• Monitoring of compliance with regulations
• Regulations specific to with-profits/participating business, and to non-routine activities
• Expected future developments in customer treatment regulation