This webinar is for insurance firms.
Many firms face real challenges in identifying and supporting vulnerable customers, largely due to limited interaction with the end client. Intermediaries handle much of the customer relationship, which introduces a layer of separation and increases the risk of inconsistent or missed assessments. Since intermediaries vary in experience and training, they may not always feel equipped to recognise or respond appropriately to complex vulnerability issues.
At the same time, regulatory scrutiny around how firms support vulnerable customers – and ensure product suitability – is growing. With customer journeys often distributed across multiple channels and intermediaries, tracking support and outcomes becomes even more difficult. This makes it harder for insurers to show they are meeting regulatory expectations and delivering fair, consistent outcomes for all clients.
While these challenges may be difficult to overcome, many firms aren’t just getting to grips with customer vulnerability – they are turning it to their advantage.
This webinar looks at how firms can accurately identify their vulnerable customers. It demonstrates how customers willingly disclose vulnerability information when assessments are structured and framed correctly. We examine how to manage customer vulnerability over time, how to offer support when a vulnerability is identified, and how to instantly obtain detailed management information to help your business – or to provide to the regulator.
We look at the specific challenges for your sector – and show how firms are already overcoming these.
Vanessa Riboloni
Vanessa is Professional Capabilities and Insight Manager at the Chartered Insurance Institute, where she leads research initiatives that to support the development of professional standards, good practice and advocacy across the insurance and financial planning sectors. She manages the All-Party Parliamentary Group on Insurance and Financial Services, facilitating policy dialogue between sector and government. She leads CII’s Road to Consumer Trust programme of roundtables and thought leadership that brings together regulators, consumer advocates, academia, and sector experts to advance sector good practice, with a particular emphasis on consumer vulnerability.
James Edmonds
Consumer Duty consultant James works with firms in the financial services sector, to help them understand and overcome the many customer vulnerability challenges with the FCA’s Consumer Duty regulations. James has extensive knowledge in customer experience, of which identifying, supporting and communicating with vulnerable customers is a key component. James has operated in customer experience and strategy roles primarily in financial services for nearly 20 years, having worked at L&G, RSA, More Than, JUST, James Hay and Nucleus.
Andrew Gething
Andrew is the founder and managing director of MorganAsh. He is a recognised consumer vulnerability specialist and champion, is the driving force behind the award-winning consumer vulnerability management tool, MARS.