Addressing the Needs of Vulnerable Consumers

Vulnerability has never been more pertinent in the world of customer care. At Covéa Insurance, it has always been at the heart of their proposition but the impact of COVID and the Cost of Living on consumers’ personal, health and financial circumstances has elevated the issue.

In this session Tom Hepworth and Vicki Leech will talk about the detailed research conducted across the insurance industry around vulnerability in 2022. This insight enabled Covéa to design a signposting program of support with expert organisations, develop a dedicated group of support ambassadors and work with the ICS and the ‘service with respect’ campaign to ensure our own people were protected.

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