Learning Experiences

Well-known UK General Insurer

An increase in overall
awareness of how to
identify a vulnerable
customer along with
development of the
knowledge and skills
needed to manage
their experience

A positive increase in
quality metrics relating to
management of vulnerable
customers with a 30%
uplift in registrations to
the vulnerable
customer register


Recent FCA guidance calls for increased focus by regulated firms to address their approach to vulnerable customers.

The latest regulations require firms to show that they are considering vulnerable customers from product design through to customer engagement and communications. They state that 50% of adults have characteristics of vulnerability, demonstrating the scale of the problem and the significance of this new stance from the regulator. Several companies have had to pay large fines due to their lack of care towards vulnerable people and soon the FCA will be auditing companies on their approach and tools to ensure that customers are receiving a fair service.

We were approached to support a wider vulnerable customer programme with a well-known UK general insurer 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 requirements

The Approach

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.

The Results

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 distill learning.

The Results

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 distill learning.

Want to find out more?

Chat with Lee!

Lee Russell is the Head of Client Solutions and welcomes you to schedule in a meeting directly into his diary to discuss your learning requirements.

He will also be able to share examples of how we have supported our clients to reach their learning and development goals to help achieve incredible business metrics. Book your 121 meeting below.

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