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Managing customer vulnerability

Our landmark guide helps deliver fair outcomes for customers in vulnerable circumstances.

View our Practical Implementation Guide

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Latest articles

Board Digest - November 2025

Our November Board meeting offered an important opportunity to review progress as we near year-end and prepare for 2026. It was a chance to reflect on the strength of our financial performance, the development of key priorities, and the momentum of our international engagement.

Managing customer vulnerability in insurance and personal finance: A practical implementation guide

The Chartered Insurance Institute (CII) has produced a landmark guide to help insurance and personal finance firms to better identify, support, and deliver fair outcomes for customers in vulnerable circumstances.

Balancing Empathy and Vigilance: Supporting Vulnerable Customers in the Claims Process

Our recent webinar with the Chartered Insurance Institute on vulnerability in claims highlighted an important and growing challenge for our industry. 

CII New Generation group aims to boost understanding of risk in cryptocurrency

The Chartered Insurance Institute (CII) New Generation Programme 2024/25 London Market cohort hosted an event in October to examine how the London Market can demystify cryptocurrency insurance. The session brought together experts from across the sector to discuss how insurers can engage with the rapidly evolving asset class.