Insurance claims often create vulnerability. When clients report damage, they may be experiencing stress, disruption, uncertainty, or financial pressure. For vulnerable clients, these challenges are amplified, making compassionate and attentive support essential.
The FCA identifies four key factors that can increase a client’s vulnerability:
- Life events – major or sudden changes
- Health – conditions or illnesses that affect daily functioning
- Resilience – limited ability to withstand financial or emotional shocks
- Capability – low confidence, knowledge, or skills in managing financial matters
Understanding these factors helps claims handlers adapt their approach so clients receive the right level of support.
As a business, we believe that implementing these four principles are key in ensuring we provide our clients with greater support throughout.
- Communicate with clarity and patience
- Balance efficiency with thoroughness
- Show empathy and provide reassurance
- Identify support needs early
By Holly Edwards