Supporting Vulnerable
Customers in Insurance:
Embedding empathy in customer interactions

As regulatory expectations around the FCA’s Consumer Duty continue to evolve, insurance firms face increasing pressure to identify and support vulnerable customers effectively. Yet, many organisations still grapple with fragmented systems, inconsistent processes, and a lack of frontline readiness.

This Huntswood-hosted round table will bring together industry leaders to explore the key challenges and opportunities in delivering fair outcomes for vulnerable customers.

Discussion will focus on:

• Improving identification of vulnerability—distinguishing between ongoing needs driven by the FCA’s four drivers and situational vulnerabilities such as those arising during claims.
• Breaking down silos between complaints, claims, and customer service systems to ensure vulnerability flags are shared and acted upon.
• Moving beyond templated responses to more empathetic, supportive interactions.
• Equipping frontline staff with the training and confidence to recognise and respond to a wide range of vulnerabilities.
• Designing flexible processes that allow for bespoke, nuanced service—especially for customers whose needs fall outside standard procedures.

Join us for a collaborative and solution-focused discussion on how the insurance sector can better serve its most vulnerable customers—ensuring compliance, compassion, and commercial resilience go hand in hand.