Every insurance claim is made after something stressful has happened to a policyholder- they’ve suffered a theft, a fire or an incident that impacts their business or their ability to function as they’re used to.
Some policyholders can potentially find the process of resolving the claim to be an additional cause of anxiety. We recognise this and can work with you and your policyholders to make sure those individuals receive the extra care that’s required to make their claims experience not only less stressful but actually reassuring.
At CATS we are with the policyholder every step of the way on their claim journey. We may be informed that the policyholder is a vulnerable customer on instruction or a member of the CATS team may identify this following instruction.
It will be noted on our CRM claim file so that anyone in the CATS claims team is aware and we will consider this when communicating with them. Our instructing client will also be advised if we identify the policyholder is vulnerable after we receive a claim instruction.
It is important that whilst the policyholder and their equipment is in our care that the CATS claims team accommodate the policyholder and allow for their vulnerability.
We are used to dealing with the policyholders that are identified as being vulnerable and fall within the FCA definition:
These could be poor health, such as cognitive impairment, life events such as new caring responsibilities, low resilience to cope with financial or emotional shocks and low capability, such as poor literacy or numeracy skills.