Roundtable: Vulnerable customers: how does technology deliver fairer claims outcomes?

Genpact roundtable — Pictured, l-r: Janette Bell, head of claims customer experience, Tesco Underwriting; Vicki Heslop, head of customers claims – personal lines, Covéa; Martin Ashfield, property and casualty claims director, Axa; Sue McCall, head of claims, Aspen Insurance; Matthew Madsen, Vice-president and claims leader, Genpact; Shradha Patel, head of customer and conduct – claims, RSA; Angus Rogers, head of claims operations, Canopius; Andrew Reid, head of claims, Home & Legacy; Paul Dixon, head of claims proposition and market insight, Zurich; and Nick Lincoln, digital and transformation services partner, Genpact

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- By Jen Frost
- @jeninsurance
- 30 Oct 2019
- Indicative reading time: 5 minutes

The FCA continues to be concerned about the problems faced by vulnerable customers. The regulator is expected to soon unveil a consultation to provide clarity on expectations of firms. Experienced claims handlers will play a key role in helping insurers meet these expectations, while insurers are exploring how to supplement this expertise. Post brought together senior claims figures to discuss how technology can assist, at a roundtable sponsored by Genpact

What are the current strategies being used to identify vulnerable customers and manage their claims and can this data be trusted?

Andrew Reid: Our model is a high-touch customer service model and we

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