Culture change towards vulnerable customers is here to stay

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Insurance Times explores the FCA’s most recent guidance for how insurance firms should treat customers in light of the Covid-19 pandemic and how this can impact vulnerable customers specifically

As England geared up for lockdown two at the beginning of November, the FCA published its new guidance for how insurance and premium finance firms should treat customers hit by the economic after-shocks of the coronavirus pandemic.

The main change from the FCA’s previous guidance, issued in August, is that companies will no longer be expected to contact all customers who have missed payments.

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