£146.76

Understanding Vulnerable Customers

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£146.76

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Event description
This workshop has been designed to help explain what additional support vulnerable customers may need, and how firms can meet those needs.

About this event

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 has been designed to help explain what additional support vulnerable customers may need, and how firms can meet those needs through case studies and real-life examples.

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 customers 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

Accessability & Suitability

How to sensitively record a vulnerability on a customer’s profile

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Date and time

Location

Online event

Refund policy

Contact the organiser to request a refund.

Eventbrite's fee is nonrefundable.

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