ABSTRACT
This chapter summarises how each of the four main areas of the retail financial services sector — banking, mortgage lending, life assurance and general insurance — has changed over the last five years. It briefly describes the structure of each sector, outlines the key business trends, and the major IT challenges each faces. Most of the sectors have similar problems as described in Chapter 2, for example, the need to cut costs whilst at the same time improving quality. However, each sector has its own particular problems and these are identified too.
