A vulnerable customer is someone who, due to personal circumstances, may be more susceptible to harm, particularly if we do not respond with the appropriate level of care.
While vulnerability can affect anyone, certain situations or characteristics may increase this risk. These customers might have additional needs which, if not recognised and supported, could limit their ability to make informed decisions or represent their own interests.
Examples of Vulnerability
Customers may be considered vulnerable for a variety of reasons. Some common examples include:
Health: Physical or mental health conditions that affect day-to-day decision-making or the ability to manage tasks.
Life Events: Situations such as bereavement, divorce, or taking on caring responsibilities can have a significant emotional and practical impact.
Capability: Challenges such as low literacy or numeracy skills, or difficulty understanding complex information due to language barriers.
Resilience: Limited ability to cope with sudden financial or emotional pressures, such as unexpected bills or personal loss.
Our Commitment
Protecting vulnerable customers is one of our key priorities. We are committed to making a meaningful difference in how we support and treat vulnerable individuals, placing customer needs at the centre of the products and services we provide.
Contact SupportÂ
For more information on this or if you have a vulnerable customer and need assistance, please contact compliance@cinfinglobal.com
If you are a Coverholder, Delegated Claims Administrator or another third party service provider that has claims handling authority on behalf of Cincinnati Global and you have identified a vulnerable customer, please contact compliance@cinfinglobal.com or CGUclaims@cinfinglobal.com.