In this Insurance Institute of London (IIL) webinar, Martin Lines will talk about the key drivers of vulnerability, their heightened relevance caused by the current pandemic and steps firms can take to improve outcomes.

As a result of Coronavirus, many people who weren’t previously considered vulnerable could now be feeling anxious about their health, loved ones or finances.

What are the key initial steps that need to be adopted in a crisis, especially with the most vulnerable? What lessons can we learn from positive responses to vulnerability and how can these be applied within social distancing? The whole point of the vulnerability agenda is to build a genuine culture that will promote good outcomes to consumers. The term ‘vulnerable’ is becoming commonplace at the moment. It is important that we respond to the current needs of clients, but also establish practices that can be developed over the long-term.

By the end of this webinar members would have gained an insight into:

• The key themes of vulnerability and how they are relevant in a major crisis
• The key steps from the FCA’s guidance on consumer vulnerability
• How to develop skills and capability in this area

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