Making claims easier for vulnerable customers using behavioural science

The importance of understanding how to handle claims from vulnerable customers has never been greater. This webinar will explore: i) the extent of the challenge currently faced and the impacts on customers, insurers and claims handlers ii) learnings from behavioural science and how this is being deployed in claims handling iii) ideas about further actions to improve understanding and solutions Delivered by those actively working with customers, charities and the industry, the webinar will provide a practical insight into an important issue. Lauren Glover – Specialist Care Manager Lauren joined Sedgwick in 2016 and she is our principal customer care specialist. Lauren works with domestic loss customers who, for whatever reason, are finding it difficult to cope with the claims process. She is currently working on a training programme for all colleagues who interact with customers, to help them identify vulnerable risk factors, and where we need to provide additional support. Richard Sheridan - Director, Head of Corporate Richard takes a leading role in the development of new products and services, ensuring that we understand and meet customers’ needs through innovative service design, delivery and the deployment of technology. He also manages strategic client relationships and is an advocate for innovation across the UK business. Hannah Dixon - Client Director Hannah recently joined Sedgwick from a global insurer and brings proven expertise in vendor and operational management across multiple lines of business in both the composite and London markets. She is experienced in the design and build of operational claims teams; and relationship management across claims, underwriting, sales, brokers and managing general agents (MGAs). Hannah’s role as a board member of Insurance United Against Dementia (IUAD) gives her a unique perspective into how vulnerable customers view the financial services sector.