Tour d’Essex – In Person – Vulnerable Customers and Change Resilience

Join our President, Andrew Goate, at the Allianz Offices in Chelmsford for the next session in our Tour d’Essex series.  In this breakfast session, we will be exploring two topics:  Vulnerable Customers and Change Resilience, with opportunities to interact with speakers and other attendees before, during and after the session.
This is a free event for local CII members of Chelmsford & South Essex CII, and Allianz colleagues so register for your place now and you will benefit from CPD hours as well!

About the Session

The Allianz Approach to Vulnerable Customers

This session explores how Allianz identifies, supports and monitors vulnerable customers across direct and broker channels. We'll cover the regulatory landscape, practical tools for recognising vulnerability, the mitigations available, and how ongoing monitoring ensures fair outcomes under the FCA Consumer Duty.

Building Confidence and Adaptability Through Change

Change is inevitable but how we respond to it can make all the difference. In this interactive session, we'll explore why people experience change differently, how uncertainty affects resilience, and practical strategies for navigating organisational and personal change with greater confidence. Through discussion, reflection and evidence informed models, you'll leave with tools to support both your own wellbeing and the people around you.

Learning Outcomes

• Understand the regulatory requirements for the fair treatment of vulnerable customers, including how these apply across direct and broker distribution
• Recognise the indicators of vulnerability across different customer channels and touchpoints
• Apply Allianz's framework for identifying and recording customer vulnerability, including the 4 R's (Recognise, Record, Respond, Review)
• Identify the mitigations and support mechanisms that can be put in place when a customer's vulnerability is disclosed or identified
• Appreciate how ongoing monitoring, reporting and governance ensure consistent and fair outcomes for vulnerable customers
• Recognise why people experience and respond to change differently.
• Understand the difference between well managed and poorly managed change.
• Recognise common emotional responses to change using the Kübler-Ross Change Curve as a practical framework.
• Apply simple resilience techniques to help navigate periods of uncertainty and support colleagues and clients through change

About the Speakers

Head of Customer Experience, Allianz Personal

Amanda is a highly accomplished customer experience executive with more than 30 years of deep-rooted expertise in the insurance industry. She leads with a singular conviction: that every customer interaction is an opportunity to demonstrate genuine care, build lasting trust, and create measurable value — both for the individual and for the organisation. Recognised as a thought leader in customer-centric transformation, Amanda brings a wealth of experience that spans service delivery, product, complaints and claims advocacy and enterprise-wide cultural change. A Chartered Manager (CMgr MCMI) and holder of a Level 5 Leadership & Management Diploma (Distinction), Amanda combines deep professional expertise with formally recognised leadership excellence.

Customer Experience Consultant, Allianz Personal

Adam is a Customer Experience Consultant at Allianz UK. He has spent 25 years in the industry, 21 of them on the front line, working directly with customers. Much of that time went into coaching teams to spot the signs of vulnerability early and respond with genuine empathy and support. That front-line grounding shapes how he thinks about vulnerable customers: not as a compliance category, but as real people who need those serving them to notice and act.

Caroline Martin