Since 2015, the FCA has urged the financial sector to consider raising awareness and offering extra support for customers who require additional support formerly known as vulnerable customers. However, who and what circumstances can lead to an individual or their family needing extra support can be wide-ranging and complex.
Take the past few years for example. For some people, the pandemic changed everything and in turn, has opened our eyes to the broader issues that may affect a person’s ability to understand and navigate the claims process.
A person not considered as needing additional support at the outset of a pandemic may have experienced a loss of income or bereavement, stress, or loneliness that now leaves them anxious or hesitant to communicate. Now, the cost-of-living crisis is adding pressure on people that may too be changing their behaviour and personal circumstances.
In fact, according to the mental health charity Mind, 1 in 6 people report experiencing a common mental health problem (like anxiety and depression) in any given week in England.
When customers are in vulnerable circumstances, it may affect the way they engage with us – and it is up to us to ensure they get the support they need.
That’s why we have enhanced our existing provision for customers who may be experiencing all manner of issues or changes that make their lives harder and can now provide exactly the right support for their needs through our clinically led, Crawford Customer Enhancement Services.
Meet the Team
Led by one of the most clinically qualified and experienced individuals operating in this sector of the claims market, Hannah Gardner BA PGDIP MA MBACP, we have built a dedicated solution to help you identify and assess the risk category for each customer and ensure the claims process is adjusted to help them feel more comfortable and secure.
Earlier this year, we welcomed two new team members to strengthen this service:
Juvline Fokum
After achieving her Diploma in Social Science and a Degree in Sociology and Criminology, Juvline has extensive experience in supporting and safeguarding children and young adults, before moving to Shaw Trust, where she initially worked as a Criminal Justice Support Worker, and latterly an Employment Specialist who supported people with additional and complex needs to find as well as maintain employment.
Joe Owen
Whilst graduating, Joe spent the early stages of his career as a sports therapist in public sports injury and neurological clinics, before moving into Occupational Health where he provided evaluations and health screening to clients around the UK whilst also gaining further vocational qualifications in this arena.
Since we introduced the service, we have seen a variety of referrals to our Customer Enhancement Services team, covering issues such as bereavement, disability, isolation, complex trauma/ PTSD, financial difficulties, and anxiety.
The use of our Individual Assistance Plan (IAP) support has also increased. The IAP provides wrap-around support to customers during and after their claim. At no extra cost to the client, we can provide customers with access to a wide range of support services either online, via an app, telephone, or website, with the services available 24 hours a day 365 days a year, including access to BACP accredited counsellors, financial advisors and legal assistance.
Helping us to achieve a better outcome for our clients
The service is just one more way we can embody our RESTORE values and offer our clients industry-leading support.
This approach is not only good for the customer and compliance, but it also makes great business sense. Since introducing our new service for specific clients, we have witnessed:
- 51% reduction in elapsed settlement times
- 50% reduction in complaints
- 18% increase in compliments
- 36% reduction in indemnity spend
For more information on our Customer Enhancement Services team and how they may be able to help your clients, please contact our Customer Enhancement Service Lead, hannah.gardner@crawco.co.uk.
