An Accessible Future: Shaping Insurance Communications for All

The FCA’s Consumer Duty has made accessibility a governance priority for insurers, demanding not just fair treatment but clear, measurable outcomes for all customers. With nearly one in four people in the UK living with a disability, the stakes could not be higher.

For insurers, accessibility is more than compliance - it is the foundation of trust, loyalty, and customer care. From large print and braille to hybrid mail and digital delivery, inclusive communication ensures no policyholder is left behind.

CFH’s new white paper, An Accessible Future: Shaping Insurance Communications for All, explores how insurers can embed accessibility into every stage of the customer journey, supported by practical solutions and real-world insights.

Why it matters:

• 16.1 million people in the UK live with a disability (House of Commons Library, 2024).
• Disabled customers are 50% more likely to face digital access barriers (Scope for Business, 2021).
• 99% of insurance mail is opened and 77% is read, underlining the power of tangible formats (JICMAIL, 2025).

In the report, you will discover:

• The scale of accessibility challenges across the UK insurance market.
• How regulation is reshaping expectations around inclusion.
• The formats and adjustments that make communication truly accessible.
• Why channel choice matters - and how hybrid approaches deliver.
• Expert insights from CFH specialists on embedding accessibility at scale.

To find out more, download our full white paper below: