Vulnerable Customers

The FCA have found following a thematic review that vulnerable customers are often not treated fairly. In fact, many Insurers pricing models have taken significant advantage of these customers, often the more vulnerable the customer the more the insurer has loaded rates at renewal. Some of the UK's largest institutions have been guilty of proactively targeting these individuals and the regulator has had enough of Insurers and brokers balancing their books on the most vulnerable in our society.

Alan Chandler, Chartered Insurer, who is widely regarded as one of the top insurance trainers in the UK will look at how firms have been treating customers unfairly including some disturbing case studies. The presentation will include how the FCA define vulnerable customers, the measures all firms are expected to put in place and how the requirements on all firms are changing to make sure the most vulnerable are protected going forward. This continues to be a hot topic for the regulator and failure to comply leaves firms open to disciplinary measures from the regulator.

Learning objectives

Delegates will be able to understand:

• The background of the FCA's thematic review and understanding why this became an issue
• Who are Vulnerable customers
• How to recognise Vulnerable customers
• How to deal with Vulnerable customers
• What firms should do/have in place

About Alan

Alan Chandler is widely regarded as one of the most popular and respected insurance presenters in the world. He has taken thousands of people through to Acii qualification including many national prize winners, as well as delivering a vast array of technical presentations on Commercial and Personal lines insurances. Alan has raised the pass rates in Cii exams where he is involved from under 40% to 99% demonstrating why he is so well regarded.

Alan's webinars have been viewed across Europe, Asia, Africa, Australia, North America and South America and his audience numbers last year were well over 100,000. He has devised and delivered training programmes for the Cii as well as most of the major insurers and brokers including Allianz, Zurich, Lloyd's, Hiscox, Aviva, Admiral, Gallagher, Aon, Towergate, GRP, Aston Lark, James Hallam Marsh, and the Worshipful Company of Insurers, however, Alan is equally happy to be devising and delivering programmes for small independent brokers and MGA's. He has a real passion for equipping staff to pass Acii exams and learn new technical concepts and it is his plain English way of presenting that has made him so popular.

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