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

Overview

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.

How has the learning and development world changed throughout and as a result of Covid 19?
In a world where face-to-face training was no longer an option, special guest Simon Newton, Learning & Development Leader at Autoglass and podcast hos
The impact of L&D on retention rates
With the growing issues around retention rates, special guest Jesse Burcham, Vice President of Training & Operations at PFSbrands and podcast host Ben
Global challenges and contact centre resilience
Ben Hurrell, Head of Learning Experiences & Leigh Hopwood, CEO of the Call Centre Management Association (CCMA) explore how rising living costs and vu
The pressure of the decision maker
How do great leaders know how to make the right decisions? Ben Hurrell, Head of Learning Experiences returns with Deborah Challinor, Expert in Lead
Breaking down obstacles to achieve DEI success
In this episode Senior Learning Experiences Consultant, Tim Gonulalan takes over as host and is joined by Diversity, Equity & Inclusion (DEI) Consulta
Using learning technology and data to track ROI
Learning technology such as knowledge retention platforms are increasingly being used to track and achieve positive ROI on learning experiences. Pe
The role of innovation in delivering "profitable relevance"
Innovation is an often talked about is skills and behvaiour... but what sits behind the mystery? Why is it important? Whose responsibility is it...
" tabindex="0">
Resilience Vs. Perseverance - Developing people to overcome adversity
Is resilience enough, or do we need to focus more on perseverance? We can just take the pain of a problem and work through it, but what can we do to
Leading a team of individuals – How to get the best out of people from different worlds
The world is increasingly celebrating the individual, whether it is respecting where someone is from, their identity, their preferences or even their
How does mental wellbeing impact performance?
Keith Gait, Leader at the Customer Experience Foundation brings his wealth of CX, leadership and personal experience to lead a powerful discussion on
How to boost your CMeX scores and stay on top
Water organisations have been challenged to keep up with changes in customer behaviour and increased expectations. But what are the best ways to manag
How does the future of learning intersect with CX?
Learning has to adapt to meet the needs of an organisation’s people, but at the same time there is an essential requirement to include the customer
The hidden leadership pandemic!
What did we forget when we were surviving? Leadership! To transform organisations from a surviving state, into one which is thriving – requires a sh
The role of learning in the future of work: Why reskilling is such a hot topic
With today's advances in technology, you have to adapt, change and learn new skills. It isn’t uncommon to change role every few years, and people wh
Is learning & development a cost or an investment?
We need to talk more about how learning can help boost NPS and bottom-line results. Learn how to make your learning & development budget a real in
What can learning & development professionals learn from the world of customer experience?
The CX world is constantly evolving, and the pace of change quickening. What parallels can we draw to internal customers and the world of learning and
DISCOVER MORE