Consumer vulnerability - How well is insurance responding?

Vulnerable customers require special consideration from the insurance profession, according to a new report from the Chartered Insurance Institute's Underwriting Faculty New Generation Group. The report, ‘Customer vulnerability - How well is insurance responding?’ is the culmination of 18 months of research by a group of five rising stars from across the profession.

While the group found several examples of good practice within their own companies and the wider industry and felt that there had been improvements in this space, the report highlights that there are still areas that need to be worked on. To address these, the group outline seven key recommendations for insurers and brokers encompassing the whole customer journey from point of sale to claims handling and complaints.

Download this report for in-depth analysis of the research findings.