Novus - Dealing with Vulnerable Customers

In consideration of the current situation regarding Covid-19, all attendees are encouraged to carefully read and closely follow the latest government and public health guidance in advance of attending any public events. It can be found here.

NOVUS, the Insurance Institute of Cardiff's young professionals group, in conjunction with BIBA, invite you to join their upcoming networking event where Alan Chandler and Jeff Heasman will discuss vulnerable customers, with a particular emphasis on the elderly and those who have come to the UK for work.

This presentation will be delivered by two of the most popular speakers in the UK. Alan Chandler will outline the the background of why Vulnerable Customers have become the FCA's main current theme and he will be including some very disturbing examples of how the financial services industry have proactively looked to balance their books at the expense of the vulnerable.

Jeff Heasman, who is widely regarded as one of the leading speakers on communication and who lectures extensively across the globe, will explain how firms can best adopt an effective communication strategy when dealing withe the elderly and those who have recently arrived in the UK.

Attendees will be greeted to the event with a welcome drink and after the presentation will be treated to a hot food buffet. There will also be plenty of opportunity to network with other guests both before and after the presentation.

In addition to the main presentation, the Novus team are also fundraising for their chosen charity, City Hospice.

Learning objectives:

• Understand the background of why this has become such a key regulatory issue.
• Understand who are vulnerable customers.
• Understand how the industry has failed the elderly and recently arrived.
• Learn how to implement an effective communication strategy to properly look after vulnerable customers going forward.

The Speakers

Alan Chandler has undertaken operational management roles in three major global companies - NatWest Insurance Services, RBS Insurance Group and Allianz Insurance. He has run underwriting, broking and claims functions. Fourteen years ago, he set up his own training and consultancy company, something that he had always longed to do as he is passionate about training. Since then he has trained over two thousand people to become ACII qualified including six individuals who have achieved the best ACII completion in the whole of the United Kingdom. Alan is widely regarded as one of the top trainers and presenters in the UK insurance market, he has spoken at almost all the UK insurance institutes and delivers successful training programmes throughout Europe.

Jeff Heasman is a professional trainer who holds a bachelors degree in law from the University of Glamorgan and a master of laws degree from Swansea University, as well as a postrgraduate certificate in teaching English language to adults. He spent many years in practice as a litigation executive, dealing with cases up to and including the Court of Appeal in London (England v IBC Vehicles Ltd) and as a senior liability adjuster at Crawford and Company he dealt with insurance claims arising from many worldwide jurisdictions, with a particular focus on public and employers’ liability claims. A former Dean of the Faculty of Law and lecturer in law at Cavendish University in Zambia, as well as a tutor in legal English at Swansea University, Jeff now provides training and consultancy services in insurance law and language to prestigious insurance organisations and companies throughout the world.