Blog - FCA Values Measures - February 2026

February brings the familiar focus on FCA Value Measures submission, and with it an industry‑wide moment of reflection. Customer value should guide every decision we make, but Value Measures are designed to shine a light on where our products fall short. And when it comes to Home Legal Expenses, it’s clear the category still lags meaningfully behind much of personal lines.

Low claims acceptance rates and complaint ratios routinely above 10% are signals we can’t ignore. But before improvement can happen, there’s a fundamental question every insurer should ask:

Do you truly understand what your customers are experiencing?

Most insurers measure the outcome financially. Did I accept the claim? Did I pay the lawyer? But not the journey or the customer outcome. But journey‑level insight is where the real story hides. Start by asking:

• Do you have a customer satisfaction score for each stage of the claim?
    → Legal advice → FNOL & coverage → Legal review → Ongoing claim → Settlement. Every stage creates emotion, uncertainty, and expectations that need managing.  
• Where are the pain points?
      → Where do customers drop out, complain, or become confused about what’s happening?
• Do customers understand the legal process?
      → Legal isn’t like repairing a car or replacing a phone. It’s procedural, slow, and adversarial. Customers often expect a linear, “fix‑my-problem” experience—yet receive something completely different.

If customers don’t understand the process…
If the support doesn’t match their expectations…
If communication isn’t proactive…

…frustration becomes inevitable.

Listening is the starting point. Without clear insight into how customers feel at every step, you’re flying blind. And in a category already underperforming on value, that’s a risk none of us can afford.

About Elevate Specialty

Elevate Specialty is a next-generation, full-stack MGA making insurance work—by design. Using technology, granular data, and relentless customer focus, Elevate creates native insurance products that people actually use and value.

We are transforming underserved insurance categories, starting with legal expenses. Free from legacy systems (and legacy thinking), we design products around real customer behaviour, real data, and real outcomes. Our LEI model accepts more claims, resolves more problems, and delivers better value.
More at: elevatespecialty.com