Bereavement Processes in Insurance and Financial Services

Bereavement is one of life’s most challenging experiences, and how firms respond can have a profound impact. Regulatory expectations are clear: customers in vulnerable circumstances—including those who are bereaved—must be treated with speed, flexibility, and compassion. Poor handling can cause significant harm—financial, emotional, and reputational.

Join Phil Turner, Business Development Executive at the Chartered Insurance Institute (CII), for a focused and insightful session on bereavement processes within insurance and financial services. Drawing on his own personal experience, Phil will share practical guidance and strategies to improve these processes to help provide a supportive experience for customers facing this difficult time in their lives.

Learning objectives for this session are:

• Understand the challenges faced when someone falls into the ‘vulnerable customer’ category under bereavement and the effect it can have on any customer interactions
• Why it is so important to road test your bereavement processes and understand where there can be gaps in the system
• How to deal more effectively, empathetically, and professionally with bereaved clients

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