Insurance Cares: No customer is invincible

The CII’s Matt Connell argues that regulation isn’t the answer when it comes to treating vulnerable customers fairly.

The Financial Conduct Authority (FCA) has said that vulnerable customers are ‘especially susceptible to detriment’.

We may not all be vulnerable customers, but it’s always worth remembering no-one is an invincible customer either, which is an important first step for companies to bear in mind when thinking about how to deal with those who do need extra help.

It is crucial the way we treat vulnerable customers becomes a natural part of the process rather than a separated standard which can