MorganAsh webinar: Overcoming the challenges of managing vulnerable customers for insurance firms
Wednesday 12 November 2025 – 2:00pm
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These sessions are designed to deliver advice and practical solutions to meet the customer vulnerability guidance provided. Attendees should already have a broad understanding of customer vulnerability.
WEBINAR CONTENT
Overcoming the challenges of managing vulnerable customers for insurance firms
Wednesday 12 November 2025
This webinar is for insurance and financial planning firms.
We’re honoured to be joined by Vanessa Riboloni, Head of Research and Insight at the CII, and the driving force behind a new initiative to help insurance and financial planning firms to translate Consumer Duty’s principle-based regulations into practical actions and a concrete strategy.
The Chartered Insurance Institute (CII) has worked with industry and vulnerability specialists to create what may be the most powerful vulnerable customer support tool since the TEXAS drill.
Focused on helping insurance and financial planning firms identify and support vulnerable customers, this new guide turns Consumer Duty’s principles into practical actions, compares approaches, highlights pitfalls, and showcases best practice.
This webinar offers a first look at the guidance and the chance to hear directly from its authors. It explores challenges such as limited customer contact in intermediated models, insights from the FCA since Consumer Duty’s launch, and CII findings from firms’ implementation and feedback.
It also outlines proven, practical solutions now used successfully across financial services. A must-watch for anyone in the sector, the session provides an early view of this essential guidance.
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Join the LinkedIn group: Managing vulnerability, Consumer Duty and resilience
A group for those who are implementing changes to meet regulations and guidance on vulnerable customers (such as the FCA’s Consumer Duty and Ofcom’s consumer vulnerability protections).
MorganAsh is an expert provider of support services for organisations in the financial services and utilities industries. We combine bespoke technology with professional healthcare expertise to deliver a unique range of services, with a particular focus on FCA Consumer Duty, Ofgem and vulnerability compliance, proactive well-being and financial services support solutions.
MorganAsh supports the Consumer Duty Alliance and the Vulnerability Registration Service.