Wednesday 11 February 2026 webinar - Vulnerable Insurance Customers

Vulnerable Insurance Customers

There has been an increased focus upon the needs of vulnerable customers by the FCA in recent years. Regulatory returns now refer to how many customers with a vulnerability have been identified and what actions have been taken to address those vulnerabilities.
There are many resources available to those working in our industry to promote understanding of the legal basis of this approach however, most of this workshop cites examples of the consequences of failing to recognise vulnerabilities and how insurers and brokers may have better handled the situation.

• Brief overview of appropriate legislation
• Understanding the FCA’s concern over the treatment of vulnerable customers
• The benefits of recognising vulnerability proactively at underwriting stage
• Scenarios and where failure to recognise vulnerability has adverse consequences

Learning Objectives

• Understand what a vulnerable customer is
• Know how to spot the signs of vulnerability
• Be able to ensure that vulnerable customers achieve the required customer outcomes

The workshop is suitable for anyone who is involved in general commercial underwriting, broking or claim handling who has regular customer contact

David is an experienced insurance professional with a career spanning 39 years; he has enjoyed wide exposure in the London Insurance Market and elsewhere resulting from his industry-specific training activity.
David is a part-time complaint manager for a Lloyd’s coverholder, as well as a subject matter expert for the Chartered Insurance Institute, authoring and updating modules for the CII computer-based training programme, Broker Assess. His experience includes Head of Claims at Plum Underwriting Ltd, where he was responsible for managing the relationship between insurers and claims third party administrators, handling larger claims received via technical referral processes.
David has been delivering technical insurance training for over 20 years, to a variety of different industry customers in the UK and abroad and provides examination support for clients undertaking CII studies to achieve industry recognised designations. He provides training on many general insurance classes up to at least intermediate level to include motor trade insurance, cyber, marine cargo, commercial property, business interruption, liabilities, construction, engineering, and trade credit. He also delivers more generic underwriting and claims training