Dealing Correctly with Vulnerable Customers

Thursday, 23 June 2022
1:00 pm – 2:00 pm (UK time)
    • Alan Chandler, Chartered Insurer

Dealing Correctly with Vulnerable Customers

The FCA have found following a thematic review that vulnerable customers are often not treated fairly. In fact many Insurers pricing models have taken significant advantage of these customers, often the more vulnerable the customer the more the insurer has loaded rates at renewal. Some of the UK's largest institutions have been guilty of proactively targeting these individuals and the regulator has had enough of Insurers and brokers balancing their books on the most vulnerable in our society.

Alan Chandler, Chartered Insurer, who is widely regarded as one of the top insurance trainers in the UK will look at how firms have been treating customers unfairly including some disturbing case studies. The presentation will include how the FCA define vulnerable customer, the measures all firms are expected to put in place and how the requirements on all firms are changing to make sure the most vulnerable are protected going forward. This continues to be a hot topic for the regulator and failure to comply leaves firms open to disciplinary measures from the regulator.

This is a virtual event via Zoom and details of how to join the webinar will be sent upon registration.

Learning objectives

Delegates will be able to understand:

  • The background of the FCA's thematic review and understanding why this became an issue
  • Who are Vulnerable customers? understanding who this definition includes
  • How to recognise Vulnerable customers
  • How to deal with Vulnerable customers
  • What firms should do/have in place

Please note: This event is a regional collaboration between the local institutes in the area. Your booking details will be shared with Lincoln Insurance Institute, which is acting as the host institute for this event.

CII Accredited

This demonstrates the quality of an event and that it meets CII member CPD scheme requirements.

1 hour's CPD can be claimed for this event if relevant to your learning and development needs.

It is recommended that you keep any evidence of the CPD activity you have completed and upload copies to the recording tool as the CII may ask to see this if your record is selected for review. Details of the scheme can be viewed online at www.cii.co.uk/cpd.