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Supporting Vulnerable Customers


Research by the CII found that insurance companies deal with vulnerability inconsistently across the industry, and even across their own internal functions. Often the problems were as a result of general poor customer service, where the negative impact was exacerbated due to the individual’s vulnerability.

This workshop aims to equip firms with the knowledge and skills to ensure that support is offered to a vulnerable customer so that they can effectively interact, and firms can deliver on their promised services. Course Content

Course Content

  • Recognising a vulnerable customer
    • Poor health
    • Cognitive impairment
    • Caring responsibilities
    •  Computer literacy & access
    • Low literacy, numeracy and financial capability skills
  • The FCA Report – The latest guidance
  • Understanding a customer’s needs
    Ensure your staff have the right skills and capability to recognise and respond to the needs of vulnerable customers:
    •  Importance of transparency
    • Product & Service Design
    • Accessibility & Suitability
    • How to sensitively record a vulnerability on a customers profile

Learning Objectives

  • Understand the FCA’s expectations on how firms are expected to serve vulnerable customers and organise themselves to do this consistently.
  • Recognise where customers require additional support and respond to those needs accordingly
  • To recognise good practice when providing additional support and how to avoid poor practice.
  • Review vulnerable customer procedures in your firm to determine if they meet the FCA expectations
  • Develop effective processes for recording and addressing vulnerability

Ready to book?

Simply complete the booking form with your details and a member of our team will be in touch with the next available dates. 

Any questions?  

If you’re not quite sure if this course is suitable or are looking for further information, call our team on 0117 244 7221.