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Adapting Service for Vulnerable Customers

Andy Harrison, Vulnerable Consumers Lead at Fidelity International, shares how the investment and pensions company identifies and supports vulnerable customers.

In this fireside chat, Martin Hill-Wilson asked the following questions:

  • What do we mean by vulnerable customers?
  • Why is it important to make this distinction? Shouldn’t treating customers fairly and providing good outcomes apply to all customers?
  • How can we make sure people have the right skills to support customers in complex situations?
  • As we move more and more towards online processing, and the efficiencies this brings, does this exclude vulnerable groups from accessing products and services?
  • Is it unfair to label someone as vulnerable?
  • Can vulnerability be used as a buzz word to get special treatment?
  • How does the Consumer Duty change the focus around vulnerable customers?

Andy Harrison

Andy Harrison

Fidelity International Vulnerable Consumers Lead
After 20 years in the insurance industry, I joined Fidelity in August 2020 to focus on our approach to supporting customers in vulnerable situations. I started my career in a call centre and progressed into management roles before pivoting to conduct regulation, where I became subject matter expert in significant regulatory changes in consumer protection like the Insurance Distribution Directive and the Fair Treatment of Vulnerable Customers. I have always worked to provide good outcomes for customers and so moving into this role was ideally suited to me. It’s a very rewarding and challenging role. 

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