Confidence with Vulnerable Customers - Davies

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Confidence with Vulnerable Customers

Esure approached us to enhance their knowledge and confidence in supporting vulnerable customers through digital learning.


uplift in registrations to the vulnerable customer register


of colleagues felt confident in supporting vulnerable customers (compared to 77% as measured before the training)

The challenge

Esure approached us to enhance their knowledge and confidence in supporting vulnerable customers through digital learning. They wanted to use this training to give their agents the ability and confidence to offer the right service to all their customers and to close the gap on FCA regulatory requirement.

Our solution

We developed a 3-part digital curriculum which supported agents and leaders to understand, and more importantly, support their vulnerable customers.

These 3 digital modules focused on the fundamentals of vulnerable customers and understanding how to identify them, the skills development to make interactions with vulnerable customers successful, and then concluded with interactive scenarios to put these skills into practice.

To ensure the needs were met across the varying requirements, both technically and regulatory, across their Operations and Claims areas, there was continual collaboration with SMEs across these departments to trial the content before implementation. These digital modules were implemented across all frontline teams across both operations and claims business areas.

Our impact

A few months on from implementation of their whole vulnerable customer programme, the insurer has achieved the compliance status it sought, and it now has a culture better attuned to the needs of vulnerable customers. There is now a focus of continuing this important area of the customer experience by having regular updates and continuing to share/discuss vulnerable customer interactions to distil learning.



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