What Do Vulnerable Customers Need from Insurers? Header Image

What Do Vulnerable Customers Need from Insurers?

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There is one class of customer who requires more support and feedback from claims handlers than all others. According to the FCA, vulnerable customers can be defined as “someone who, due to their personal circumstances, is especially susceptible to harm, particularly when a firm is not acting with appropriate levels of care”.


In practice, this might mean a policyholder who is dealing with stressful life events such as a sudden increase in care responsibilities, struggling with poor numeracy or literacy, or living with cognitive impairment, amongst other examples. Due to their vulnerability, these customers require more support during the claims process.


We care about Policyholders

Every insurance claim is made after something stressful has happened to your policyholder. We do not want to add to that stress.


Instead, our goal is to support each policyholder through their claims journey with empathy, consideration, ongoing explanations and feedback so they feel completely up-to-date every step of the way. 


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 required to make their claims experience not only less stressful but actually reassuring.

How do we support policyholders from claim to conclusion? Find out how we support technology insurance claims from beginning to end.

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