Blog - FCA Values Measures - February 2026

Many personal lines insurance products are relatively easy for customers to understand. If something breaks, gets damaged, or is stolen, the solution is straightforward: fix it, replace it, or reimburse it.

Legal expenses is different.

A customer with a potential dispute often has no clarity about:

• what to do next,
• what the legal process requires,
• or what outcomes are actually achievable at law.

They’re not making a claim for a physical loss, they’re entering a problem‑solving journey they’ve likely never experienced before.

That’s why designing and delivering a high‑performing legal expenses product must start with one essential question:

What does the customer actually want to achieve?

Too often, insurers assume they know the answer. But assumptions build products that miss the mark, and Value Measures prove this every year.

If you don’t know:

• the customer’s goal
• their expectations
• their perceived likelihood of success
• the type of support they believe they’re buying
      …then you can’t know whether your service is working.

This is where proactive data becomes essential.
Ask your provider for this insight.
And if you’re not capturing it today, it’s time to rethink your approach. Because you’re missing the very feedback you need to improve your product.

Legal is nuanced. Outcomes are uncertain. Expectations vary widely. So capture this feedback from customers and orientate your products and services around it.
 

Focus relentlessly on that, and value follows.

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 build next‑generation legal, cyber, income protection and specialty add‑on insurance products designed around what customers actually want. Our digital, intervention‑first LEI model delivers higher acceptance rates, smoother journeys and lower claims costs. We turn complex insurance into accessible, customer‑first protection.

More at: elevatespecialty.com