Roundtable: Vulnerable customers: how does technology deliver fairer claims outcomes?
This article was paid for by a contributing third party.
The FCA continues to be concerned about the problems faced by vulnerable customers. The regulator is expected to soon unveil a consultation to provide clarity on expectations of firms. Experienced claims handlers will play a key role in helping insurers meet these expectations, while insurers are exploring how to supplement this expertise. Post brought together senior claims figures to discuss how technology can assist, at a roundtable sponsored by Genpact
What are the current strategies being used to identify vulnerable customers and manage their claims and can this data be trusted?Andrew Reid: Our model is a high-touch customer service model and we
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