PFS & CII Webinar- Supporting Vulnerable Customers: Confidence, Care and Compliance in Ins

Session Overview: 

Supporting vulnerable customers is not just a regulatory requirement — it's a human one.

In insurance and financial services, professionals regularly speak with people who are considered vulnerable. These conversations can be complex, emotionally charged, and high-stakes.

Building on knowledge gained in previous webinars, we'll blend FCA expectations with wellbeing insights. You'll learn how to recognise vulnerability, adapt your approach, and support customers in a way that is compassionate, compliant, and sustainable. We'll also explore the emotional impact of this work - including the risk of vicarious trauma -and what individuals and organisations can do to protect staff who regularly support vulnerable customers.

Learning objectives

By the end of the session, participants will be able to:

• • Understand and explain what vulnerability means
  • Identify signs of vulnerability
  • Have some practical tools and understand how to treat vulnerable customers fairly
  • Recognise and manage the emotional impact of working with vulnerability
  • Understand the role of workplace and job design in supporting staff who regularly engage with vulnerable customers

Julie Stubbington-co-founder & Lead Trainer at Hygge Associates

Julie Stubbington is the co-founder, lead trainer and lead coach at hygge associates. With a background in teaching, and over 15 years' experience across mental health and disability service delivery, staff wellbeing, staff development and business change — alongside her lived experience-she brings a rich, authentic blend of expertise to her work.

Julie has designed and delivered a wide range of workplace training programmes that equip staff teams with the practical skills they need to thrive in the modern workplace. Passionate about positive wellbeing and supporting people to be their best selves, she draws on both her
professional background and personal insights to provide training, coaching and consultancy.

Her work helps employees, managers and business owners build healthier, more supportive and inclusive working environments where everyone has the opportunity to flourish.