Even where processes were formal, insurers frequently lacked detail or left out fair treatment of customers-related criteria. The CCIR recommended insurers implement a process that include selection criteria relating to the fair treatment of customers, and formally document all expectations communicated to distributors. Conflicts of interestSome insurers didn’t have clear expectations on how distributors, especially independent sales channels, should address conflicts of interest, the CCIR found. Insurers should clearly define responsibilities for training development, communicate expectations on the fair treatment of customers and ensure that expectations are being met, the CCIR said. The CCIR said it hopes the report clarifies expectations and that insurers would self-assess the shortcomings in how they currently supervise sales channels.