CII’s Connell on how case studies are key to understanding vulnerability
Trade Voice: Dr Matthew Connell, director of policy and public affairs at the Chartered Insurance Institute, says insurers should use case studies, like those from the ombudsman, to better recognise, understand and respond to customer vulnerability.
In March, the Financial Conduct Authority published the results of a comprehensive piece of work on vulnerability, based on specially commissioned consumer research, interviews with both practitioners
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