Insurance Cares: How to identify vulnerable customers?
RWA’s Kirk Ford advises how to identify customers who may be struggling and offers guidance on treating clients fairly.
Every insurance broker needs to be aware of vulnerable customers and how to identify them.
Whilst this is more prevalent for those brokers dealing in personal lines, it is entirely feasible that every firm will encounter vulnerable customers at some point.
With that in mind, can you confidently say that every customer-facing member of staff in your firm fully understands this topic, why it is important, and how to identify vulnerability?
What is vulnerability?
A typical explanation would be
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