Briefing: Is there such a thing as a non-vulnerable customer nowadays?

By Katie Scott2020-12-03T12:11:00

As the definition of a vulnerable customer is steered away from being solely linked to age, it falls to brokers and insurers to pick up the slack in terms of offering support when certain situations make claimants or policyholders feel vulnerable

Shortly after I joined the Insurance Times team last October, I interviewed Matthew Maxwell Scott, executive director of The Association of Consumer Support Organisations (ACSO) - something he said has very much stayed with me ever since.

At the time, we were talking about the (still) impending Litigants in Person (LiP) portal ahead of its initial April 2020 deadline, as well as discussing some of the implications for credit hire firms. However, it was Maxwell Scott’s comments on vulnerable customers that really struck a chord.

(If you’re already a subscriber, please sign in here.)

Get access with a 14-day free trial

This article is usually available exclusively to subscribers.

For a limited period, you can enjoy all the benefits of an online subscription free for 14 days. Sign up now to read this article in full and to enjoy unlimited access to premium online content, a digital edition of the latest issue, plus an online archive of back issues.

Also, as a registered user, you will be able to -

Access unlimited breaking industry news as it happens
Sign up to a choice of daily and weekly newsletters