--- title: Vulnerable Customers in the Insurance Market description: New ground-breaking report reveals never before seen insight into the changing vulnerable customer landscape plus actionable advice. image: https://www.consumerintelligence.com/hubfs/Vulnerable%20Customers%20in%20the%20Motor%20Insurance%20Market-1.jpg --- [![Consumer Intelligence Logo](https://www.consumerintelligence.com/hs-fs/hubfs/master_ci_logo_new-01-2.png?width=1342&height=496&name=master_ci_logo_new-01-2.png "Consumer Intelligence Logo")](https://www.consumerintelligence.com/) # Vulnerable Customers in the Insurance Market New ground-breaking report reveals never before seen insight into the changing vulnerable customer landscape, plus actionable advice from former regulator, Michael Sicsic. The issue of vulnerability isn’t a new one for the insurance industry – however it is one that’s yet to be overcome. Since 2015, the FCA has been calling for firms to ensure they act in best interests of vulnerable customers, while applying fair practices across the board. The FCA made it the second of their five objectives for 2020-2021. Now, with vulnerability on the rise in the wake of the ongoing COVID-19 pandemic, it is vital that the industry starts to act, and fast. To support swift action, Consumer Intelligence has conducted pioneering research using its unique proprietary data to establish: - Who is “vulnerable” – how can they be defined? - How has the landscape changed in the past year? - How do vulnerable customers behave? The research has been compiled into two reports – one focused on the home insurance market, and the other on motor insurance.. Both reports are now available to purchase online, or alternatively, you can request an invoice below. **Each report is £1,999 & VAT or purchase both for the discounted price of £2,499 & VAT**.     --- Why buy this report All unseen data that gives you an insight into how you can define vulnerability, and tangible actions you can take to not only be compliant but also behave in a more ethical way surrounding vulnerability. Putting customers first makes good regulatory sense and good business sense. And we believe putting vulnerable customers first should be at the heart of any insurance business model. If you sell protection, you should offer it too. These reports on Vulnerability in the Home and Motor sectors will help you to create better services for vulnerable customers and get better outcomes.   --- *Post the pandemic the number of people who presently identify as vulnerable customers is double what it was a year ago at 26% while 56% now consider someone they know to be vulnerable.*   --- Table of contents - The definition of a Vulnerable Customer - Changes in Vulnerability in the last year - Tenure by Vulnerable group - Brand share of Vulnerable Customers (limited brands included) - Advice for insurers including how to take action from ex regulator Michael Sicsic - Vulnerable Customer behaviour covering: > Shopping around > Channel preference > Switching > Payment and pricing   --- Where the data comes from In this report, we look at data from our Insurance Behaviour Tracker and Covid-19 Consumer Tracker to find out more about vulnerable customers, how they behave and make decisions, and how insurers can identify and interact with them.   ![HSBC_icons-09](https://www.consumerintelligence.com/hs-fs/hubfs/HSBC_icons-09.png?width=87&name=HSBC_icons-09.png)**Covid-19 Consumer Tracker** The tracker, created in March 2020 tracks consumers sentiment to the Covid-19 pandemic generally but also with special reference to the general insurance market. The tracker monitors, week by week, sentiment on communications, behaviours, feeling and what customers are expecting from their insurer. The tracker covers home, motor, life, pet and travel insurance specifically. Read more about the Covid-19 Tracker here.   ![HSBC_icons-04](https://www.consumerintelligence.com/hs-fs/hubfs/HSBC_icons-04.png?width=70&name=HSBC_icons-04.png) **Insurance Behaviour Tracker** Insurance Behaviour Tracker (IBT) is the most comprehensive insurance focussed consumer survey in the market. It provides insight and understanding of consumer behaviour throughout the renewal process, giving you a view of market trends, and brand performance. --- Expert insight from specialists in the field ### ![ian](https://www.consumerintelligence.com/hs-fs/hubfs/ian.png?width=1147&name=ian.png) Ian has made it his life’s work to help companies understand how to improve their world by helping them better understand their customers. In 2003, he launched Consumer Intelligence, a data analytics company that helps businesses fixate on executing great customer strategies, which now operates in 9 countries globally. Ian is a Fellow of the Institute of Direct Marketing, a Best Business Awards judge and an I Love Claims Board member. He is a graduate of Harvard Business School. ![master_ci_logo_new-01](https://www.consumerintelligence.com/hubfs/master_ci_logo_new-01.webp)   ### ![michael-sicsic](https://www.consumerintelligence.com/hs-fs/hubfs/michael-sicsic.png?width=1145&name=michael-sicsic.png) Michael is a senior executive in the field of risk and regulation in the financial services sector, with a strong focus on insurance. In 2019 he founded Sicsic Advisory to support business sustainability through operational, cultural and financial resilience. He has spent his career in supervisory and industry roles, latterly as the FCA’s head of supervision for the general insurance retail sector and Global Operational Risk Director at Aviva. Michael is a liveryman of the Worshipful Company of Insurers. ![eaf318a8-baf0-4322-adc1-01b6ed23865e](https://www.consumerintelligence.com/hs-fs/hubfs/eaf318a8-baf0-4322-adc1-01b6ed23865e.png?width=200&name=eaf318a8-baf0-4322-adc1-01b6ed23865e.png)     --- FAQs [fa icon="plus-square"] How do I apply a discount code Proceed to the shopping cart and click the checkout button. Add your discount code making sure your enter it correctly, note it is case sensitive.  [fa icon="plus-square"] How do I place an order? Click the Add to Cart button on this webpage to begin the ordering process. 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