PROBLEMS WE SOLVE
PROBLEMS WE SOLVE
Offering insurance-backed, value-added products demands expertise that sits outside the normal capability of most retail organisations.
MB&G exists to help senior leaders manage this complexity without slowing the business down. We do regularly what most organisations do only occasionally.
Problem 1: Insurance requires specialist capability
Most organisations encounter the “computer says no” problem.
This typically occurs when governance is designed in isolation from day-to-day operations. Instead of supporting performance, it adds process, slows decision-making, and frustrates front-line teams.
As a result, governance fails to give senior leaders the confidence it was designed to provide.
What can go wrong?
- Products are interpreted differently across locations.
- Product design fails to clearly evidence customer value.
- Suppliers prioritise short-term volume over long-term outcomes.
- Sales practices drift over time.
- Feedback from the product provider is slow or incomplete.
- Regulatory change is not identified or addressed early.
- Regulatory challenge begins to impact brand reputation.
How do we fix this?
MB&G brings insurance expertise into one place. Through risk assessment, careful product structuring, and effective training, we ensure products perform consistently and remain aligned with both customer value and commercial objectives.
This allows insurance-based products to act as a reliable contributor to your business rather than a source of uncertainty.
Here’s how we do it…
Problem 2: Governance restricting performance
Many issues in insurance distribution do not start as major failures. Small changes, such as supplier delays or operational workarounds, can quietly build over time. When these are not identified early or communicated clearly, customer expectations become misaligned.
What can go wrong?
- Products are interpreted differently across locations.
- Product design fails to clearly evidence customer value.
- Prioritising short-term volume over long-term outcomes.
- Sales practices drift over time.
- Feedback from the product provider is slow or incomplete.
- Regulatory change is not identified or addressed early.
- Regulatory challenge begins to impact brand reputation.
How do we fix this?
MB&G has extensive experience designing and supporting governance frameworks that are embedded, practical, and performance focused. Governance becomes an enabler, not an obstacle.
Our frameworks are built to:
1. Ask the right questions.
2. Reveal meaningful insights.
3. Support performance rather than impede it.
Problem 3: Not knowing when something is drifting
Many issues in insurance distribution do not start as major failures. Small changes, such as supplier delays or operational workarounds, can quietly build over time. When these are not identified early or communicated clearly, customer expectations become misaligned.
Who do we work with?
Intervention By The Regulator
In early 2024 the FCA asked the major insurers to withdraw the Motor GAP product – the reason related to a perceived lack of value. Whilst MB&G was not directly affected by this step it ensured one of its major motor retailer clients was back in the market at an early stage with a product that has been substantially redesigned and repriced to address the concerns expressed by the FCA. 18 months later that retailer is achieving a higher level of penetration than ever with this product.
Supply Chain Disruption Event
A useful comparison is the disruption caused when the container ship Ever Given famously became wedged across the Suez Canal on in 2021. At the outset, the issue appeared manageable and the expectation was that normal service would resume quickly. As delays extended, delivery times changed went from weeks to months, and complaints surged because early signals were underestimated or ignored, and expectations were not managed.
How do we fix this?
MB&G’s oversight model is designed to close the loop early. Our feedback mechanisms and escalation paths are built to surface emerging issues quickly, promote root-cause analysis, and ensure learning is applied back into day-to-day operations. More serious complaints, which are inevitable in any business operating at scale, are reviewed proportionately and used to optimise the framework. The outcome is confidence and fewer surprises.
Here’s how we do it…
What does this mean for you?
MB&G builds a deep understanding of its clients and the governance structures we help embed. Over time, this improves long-term business performance. Our clients value:
short-term performance
Early insight over retrospective excuses
Confidence that is supported by clarity
Traffic-light visibility rather than deep dives
This allows leadership teams to focus on strategic progress rather than managing downside risk.
How do I get started?
If you need a regulated product distribution solution that is grounded in commercial reality, we’d love to hear from you.