Vulnerable Customers

We welcome all members & guests to attend a seminar which will be presented by Lauren Glover from Sedgwick, Michelle Haynes from Aviva & Helena Evans from Davies Group Ltd.

Lauren joined Sedgwick in 2015 in Sydney whilst on a gap year from her intended career as a nurse. On return to the UK she joined Sedgwick’s project management team working in Cumbria on surge flood claims, with her primary focus being vulnerable customers. Lauren then joined Sedgwick’s London and South East teams in the role of the customer care manager.

Michelle has been in the loss adjusting profession since 2002 and in 2009 she qualified as an Associate member of the CILA at the age of 28. Her focus is now on the professional development of others, being a member of the CILA Examinations Committee, the CILA council and the Women in CILA group.

Helena has worked as a loss adjuster for 16 years and qualified as a Chartered Loss Adjuster in October 2014. As Head of Private Clients for Davies she is responsible for leading the day to day operations of their Private Clients and Major Loss unit.

Learning Objectives

1. Explore what makes a person vulnerable
2. Learn how you might identify what makes a customer vulnerable in the handling of an insurance claim
3. Gain and understanding around hidden vulnerabilities
4. Understand how an Insurance claim can create a vulnerable customer
5. Discuss things we can do as individuals to improve a vulnerable customer’s journey throughout the lifecycle of a claim
6. Be aware of how prevalent vulnerability is in today’s society and what this looks like in the future

The Presentation is attached below:

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