Supporting domestic abuse victims in insurance

Dr Matthew Connell, director of policy and public affairs at the Chartered Insurance Institute, explains the professional body’s work with Surviving Economic Abuse, plus the steps insurers should take to ensure products don’t allow abusers to control access to cash.

Natalie Winters, head of complaints and balance network chair at Axa, outlines how the provider’s work with charities Women’s Aid and Smart Works ensures domestic abuse survivors can get out, stay out and return to work so they can start the next chapter of their lives.

How colleagues can empathetically and safely identify and help those who may be experiencing abuse is outlined by Lucy Collett, client relations director at QuestGates.

“The consequences of not supporting that customer could be catastrophic,” said Collett.

Winters discussed how Axa offers colleagues who listen to the circumstances faced by policyholders the time, space and help they need to support those policyholders experiencing domestic abuse, plus how the industry should look to leverage third-party relationships to support these customers.

Download the episode via your podcast provider of choice – Apple, Google, Samsung, Spotify, Audible, or more – by searching for Insurance Post.