Supporting vulnerable customers

Every client has the potential to be vulnerable. It can happen at any stage of life and in a variety of circumstances.

At Hiscox, ensuring the fair treatment of customers, regardless of their circumstance, is a given. For our vulnerable customers, this often means extra help and support is needed and we’re committed to working with you to ensure they receive this in a way that is both sensitive and flexible.

If your client has any special requirements or you believe that they may have a vulnerability, please contact your account handler to discuss the best way to provide assistance. We have a company-wide approach to training, ensuring that all colleagues can help identify vulnerabilities in a customer and ensure the right support is in place to meet their needs.

The following organisations may also provide useful information and support for customers with vulnerabilities:

• Mental Health Foundation (external link)
  Helping people understand, protect and sustain their mental health.

• MIND (external link)
  Advice and support to empower anyone experiencing a mental health problem.

• National Debt Helpline (external link)
  Free and confidential debt advice service run by the Money Advice Trust.

• Samaritans (external link)
  Providing emotional support to anyone in emotional distress.

• Step Change (external link)
  Expert debt advice and fee-free debt management.

• Alzheimer's Society (external link)
  Information and support for people affected by dementia.

• The Royal National Institute of Blind People (RNIB) (external link)
  A leading sight loss charity and the largest community of blind and partially sighted people.

• Action on Hearing Loss (external link)
  The UK charity supporting deaf people and those with hearing loss and tinnitus.