Supporting vulnerable customers across the insurance lifecycle
We help insurers identify customer vulnerability early and provide the right support at the right time. Combining regulatory expertise, operational insight and specialist servicing capabilities, we enable you to deliver better customer outcomes while strengthening compliance and operational performance.
Building vulnerability excellence across insurance operations
For insurers, vulnerability is no longer a standalone compliance obligation. It is a critical part of delivering fair customer outcomes across claims, customer service, complaints handling and policy administration. We help insurers embed vulnerability management into everyday operations, ensuring customers receive consistent, appropriate support whenever they need it.
1. Vulnerability is an operational capability
Supporting vulnerable customers should not be treated as a standalone compliance exercise. While training remains important, the organisations delivering the best outcomes have embedded vulnerability into customer journeys, operational processes and service design. Vulnerability considerations should be built into key moments such as claims handling, policy servicing, complaints, renewals and customer interactions across digital, telephone and written channels.
- Is vulnerability embedded within customer journeys?
- Are claims, servicing and complaints teams equipped to identify and support vulnerable customers?
- Do vulnerable customers experience additional friction during complex claims journeys?
- Is support delivered consistently across digital, telephone and written channels?
- Can your operating model consistently deliver the right outcomes?
2. Using data to identify vulnerability earlier
Most vulnerable customers never explicitly disclose that they need additional support. The challenge for insurers is identifying indicators before customer outcomes deteriorate. Advances in data analytics, voice technology and AI are creating new opportunities to recognise vulnerability earlier and intervene more effectively.
We help organisations evaluate:
- Behavioural indicators and risk signals
- Premium affordability and renewal indicators
- Repeated contact and customer effort patterns
- Distress and vulnerability markers within customer calls
- Voice analytics and conversational AI capabilities
- Opportunities for proactive outreach and intervention
3. Supporting customers at scale
Providing personalised support does not need to come at the expense of efficiency. Leading organisations are designing service models that combine technology, specialist expertise and intelligent workflows to ensure vulnerable customers receive the right support at the right time.
Effective support can take many forms, including specialist claims handling teams, tailored communications, dedicated escalation routes, alternative communication channels and enhanced support during periods of financial, physical or emotional vulnerability.
We help insurers develop approaches that balance customer care with operational effectiveness.
- AI assisted vulnerability identification
- Specialist customer servicing models
- Dedicated vulnerable customer support teams
- Enhanced claims support journeys
- Tailored customer communications
- Consistent escalation and support pathways
- Balancing efficiency with personalised care
Six areas we assess to strengthen vulnerable customer outcomes
We help insurers evaluate the key components of an effective vulnerability framework, identifying risks, gaps and opportunities to improve customer outcomes.
Vulnerability strategy and governance
Assessing whether vulnerability is supported through clear ownership, governance and accountability.
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- Vulnerability frameworks
- Governance and oversight
- Accountability and decision making
- Operating model design and optimisation
Evidencing and strengthening MI that stands up to scrutiny
Evaluating how effectively vulnerable customers are identified, recorded and supported.
- Vulnerability identification processes
- Customer segmentation approaches
- Customer disclosure journeys
- Drill-down by vulnerability drivers such as health, financial resilience or life events
Customer journeys and service design
Reviewing end to end journeys to identify barriers and areas of customer friction.
- Customer journey mapping
- Process accessibility
- Customer effort analysis
- Customer outcome analysis
Claims and customer support
Assessing whether claims and servicing processes adequately support customers during vulnerable circumstances.
- Claims experience reviews
- Complex customer journeys
- Escalation pathways
- Claims and servicing reviews
Data, analytics and technology
Reviewing how organisations use insight and technology to improve vulnerability outcomes.
- Vulnerability data analysis
- Behavioural indicators and voice analytics
- AI enabled customer insight
- Voice analytics and AI assessments
Culture, capability and training
Assessing whether teams have the knowledge, confidence and tools needed to support vulnerable customers consistently.
- Staff training and awareness
- Specialist support capability
- Customer focused culture
- Training and capability development
Practical support, matched to where you are today
Our Vulnerable Customer Services combine regulatory understanding, operational expertise and customer outcome insight, helping insurers assess current arrangements and implement solutions that enhance customer support.
- Vulnerability framework assessments
- Claims and servicing reviews
- Training and capability development
- Vulnerable customer journey reviews
- Vulnerability identification model design
- Governance and oversight reviews
- Customer outcome analysis
- Voice analytics and AI assessments
- Operating model design and optimisation
How confident are you that vulnerable customers receive the support they need?
Speak to our specialists about Vulnerable Customer Services and discover how we can help embed vulnerability into your operations, identify customers earlier and deliver better outcomes at every stage of the customer journey.