MorganAsh webinar: Overcoming the challenges of managing vulnerable customers for insurance firms
Thursday 16 October 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
Thursday 16 October 2025
This webinar is for insurance firms.
Many firms face real challenges in identifying and supporting vulnerable customers, largely due to limited interaction with the end client. Intermediaries handle much of the customer relationship, which introduces a layer of separation and increases the risk of inconsistent or missed assessments. Since intermediaries vary in experience and training, they may not always feel equipped to recognise or respond appropriately to complex vulnerability issues.
At the same time, regulatory scrutiny around how firms support vulnerable customers – and ensure product suitability – is growing. With customer journeys often distributed across multiple channels and intermediaries, tracking support and outcomes becomes even more difficult. This makes it harder for insurers to show they are meeting regulatory expectations and delivering fair, consistent outcomes for all clients.
While these challenges may be difficult to overcome, many firms aren’t just getting to grips with customer vulnerability – they are turning it to their advantage.
This webinar looks at how firms can accurately identify their vulnerable customers. It demonstrates how customers willingly disclose vulnerability information when assessments are structured and framed correctly. We examine how to manage customer vulnerability over time, how to offer support when a vulnerability is identified, and how to instantly obtain detailed management information to help your business – or to provide to the regulator.
We look at the specific challenges for your sector – and show how firms are already overcoming these.
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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.