CII urges firms to put vulnerable customers' needs 'ahead of targets'

A report from the Chartered Insurance Institute (CII) said boards and senior leaders must "walk the walk" by engaging directly with customer experiences, instead of delegating responsibility to compliance or customer service teams. It said: "Many firms are stuck in a tick-box mentality and not striving for genuine customer-centricity." Managing Vulnerability in Insurance Roundtable Summary Report summarised its roundtable event held last month. It drew on the Financial Conduct Authority's recent review of the treatment of customers in vulnerable circumstances. The CII said it ident...