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.
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