The Fair Value Index™ is an independently structured performance framework that gives insurers and their claims supply chain measurable, auditable evidence of good customer outcomes in claims, aligned to the FCA's Consumer Duty.
The problem with SLAs
For decades, insurers and their supply chains have managed claims performance through service level agreements: speed of contact and reporting, customer updates, and claim lifecycles. These measure process compliance, they do not measure whether the customer was treated fairly throughout their claim, understood what was happening, or received a repair that met their genuine needs.
The FCA's Consumer Duty changes that calculus. Firms must now demonstrate, not assume, that their products and services deliver fair value and good outcomes for customers. Reporting activity metrics to the board no longer satisfies that obligation.
The FVI® difference: every criterion is anchored to a customer outcome, not an internal process milestone. Scores reflect what happened to the customer, not how quickly the system was updated.
A repair completed in five days can still fail the customer if the scope was wrong, the method was inappropriate, or the outcome was never confirmed with them.
Completion rates and satisfaction scores aggregate outcomes that can mask systemic failures, particularly for vulnerable customers or high-complexity claims.
The FCA expects firms to produce structured, auditable evidence that customer outcomes are monitored and acted upon. not assurances that processes were followed.
Framework architecture
The Fair Value Index™ assesses performance across six outcome categories, each weighted to reflect its contribution to the customer's experience of the claim. A composite score from 0 to 100 classifies each claim, and the portfolio, against three defined bands.
Regulatory context
The FCA's Consumer Duty came into force in July 2023 and set a clear expectation: firms must be able to demonstrate that their products and services deliver fair value and good outcomes for retail customers. For insurers, that obligation does not stop at their own door.
The claims supply chain: TPAs, loss adjusters, chartered surveyors, repair networks, contractors, and alternative accommodation providers, each touch the customer at every stage of a property claim. As the FCA's supervisory focus on claims outcomes intensifies, insurers will increasingly require their suppliers to evidence that they are meeting the same standard.
Firms that can provide structured, auditable evidence of customer outcomes now will be ahead of the market. Those that cannot will face growing scrutiny, and growing difficulty retaining insurer relationships.
The FVI® is designed specifically to meet this evidential standard, providing the structured, repeatable, auditable data that satisfies Consumer Duty oversight requirements and supports productive insurer conversations about performance.
The four Consumer Duty outcomes
Ashcliffe Management Services
Ashcliffe Management Services Limited owns the Fair Value Index™ framework and delivers implementation through three structured service lines. Each is designed to take you from framework adoption to accreditation, at a pace and scope that suits your organisation.
Who it is for
Require your supply chain to meet a defined, auditable standard for customer outcomes. Use FVI® portfolio data to support Consumer Duty board reporting and identify where supplier performance is falling short of what the FCA expects.
Manage claims supplier performance against an outcome-based standard rather than activity metrics. Provide your insurer clients with structured evidence that their customers are being treated fairly throughout the supply chain.
Position your technical expertise within a structured outcomes framework. The FVI® gives you a language for demonstrating value that resonates with insurers focused on Consumer Duty compliance and evidenced customer outcomes.
Evidence that the accommodation you source genuinely meets the needs of displaced policyholders — the right type of property, in the right location, for the right duration, and within policy coverage limits. The FVI® framework captures whether accommodation decisions reflect the customer's actual circumstances: family size, proximity to work and schools, accessibility needs, and the terms of the policy itself. Good outcomes in alternative accommodation are measurable. The FVI® gives you the structure to prove it.
Evidence the quality and customer outcomes delivered by your repair operations at both individual claim and network level. FVI® data gives your insurer and TPA clients the assurance they need to meet their own Consumer Duty obligations.
Demonstrate that your work delivers more than a completed repair. The FVI® framework captures the customer experience of the repair process itself, giving contractors a structured way to evidence fair value at the point of handover.
Get in touch
Whether you are looking to implement the Fair Value Index™ framework within your practice, explore what FVI Certified® accreditation would mean for your insurer relationships, or understand how Consumer Duty applies to your supply chain position. We would welcome a conversation.
We work with a small number of clients at any one time, and our engagements are substantive. If you have a genuine interest, reach out directly.