Our Commitment To You
We are committed to treating all of our customers fairly and with respect.
We recognise that, at certain times in their lives, some customers may need additional support. A vulnerable customer is someone who, due to their personal circumstances, may be especially susceptible to harm or disadvantage if we do not take appropriate care.
Our aim is to ensure that:
1
We identify when a customer may need additional support
2
We communicate clearly and in a way that suits their needs
3
We give customers the time and assistance they require to make informed decisions
4
We treat every customer with empathy, dignity and fairness
What We Mean By A Vulnerable Customer
A customer may be vulnerable if they do not fully understand the information being discussed or the implications of purchasing or renewing a product. Any customer can experience vulnerability at any time.
Vulnerability may arise from a range of circumstances, including (but not limited to):
Low literacy, numeracy or financial capability
Physical disability
Severe or long-term illness
Mental health conditions
Low income or financial difficulties
Caring responsibilities (including acting under a Power of Attorney)
Age-related factors, including hearing, sight or technology challenges
Limited experience (for example younger customers)
Life events such as bereavement, divorce or job loss
Limited English language skills
A recent traumatic event
How We Support Vulnerable Customers
Direct Customer Contact
Vulnerability may become apparent at any stage of the customer journey, including. If we identify that a customer may need additional support, we will:
Adapt our communication where possible (for example telephone or written communication)
Check that the customer understands the information provided and the implications of their decisions
Allow additional time where needed
Offer the option of involving a trusted third party, where appropriate
For customers who may require additional support, we will:
Encourage them to review their cover to ensure it still meets their needs
Clearly explain their options and how to act on them
Avoid language that discourages active decision-making
Explain that premiums or circumstances may have changed since the last renewal
If a member of staff feels they cannot adequately meet a customer’s needs, the matter will be referred to a senior manager.
Oversight and Monitoring
We regularly review our customer interactions to ensure vulnerable customers are treated fairly and consistently.
This includes:
File audits
Complaints reviews
Feedback from finance providers and other third parties
Customer feedback
Where appropriate, we record relevant information (with consent) so we can monitor trends, identify areas for improvement and strengthen our approach.
Staff Training
To ensure we provide appropriate support, our staff:
Complete relevant training, including data protection training
Follow structured sales and renewal processes
Use mandatory scripts where appropriateedit it.
If you would like to discuss any additional support you may need, please contact us and we will be happy to help.