Analysis

Briefing: It’s not about which customers are vulnerable, but what you do about it

By 2024-05-29T09:00:00

vulnerable customers

Are we asking the wrong question when we ask for clarity on who exactly is vulnerable?

Ever since the FCA made clear that it was focused on outcomes for vulnerable customers back in 2017, the insurance market has been scratching its head somewhat. 

Not because it expects to be able to ignore the need to go above and beyond for certain customers – that much is baked into the DNA of the sector – but because it has remained frustratingly unclear what exactly constitutes a vulnerable customer. 

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