While the full impact of the Royal Commission is not yet known, the perceived value of insurance products and the negative portrayal of insurers has the potential to further erode customer trust. Although many insurers genuinely continue to strive to be customer centric, the renewed focus on customer expectations means the industry will need to embrace this emerging challenge so as to better invest and re-engage with current and future customers. What is abundantly clear is that there is a new era of community expectations and focusing on customer expectations should take priority over any incremental margin increases or competitive...