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Case study 17: Aviva’s vulnerable customer forum

Aviva has established a ‘vulnerable customer forum’ which meets within 72 hours of a vulnerable customer case being identified to discuss how best to handle the case. The forum is comprised of staff from across the business operating in key customer facing roles or who hold the necessary expertise to deal with such a case, including Customer Service Manager, Legal/Life Technical, Risk and Governance, Financial Crime. Forums are convened across all Retirement Solutions areas including equity release.