Five Ways Claims Teams Support Vulnerable Customers

2 minute read  |  September 23, 2026

Insurance claims are made often at some of the most stressful points in a customer’s life. They may be recovering from an accident, dealing with vehicle damage, facing financial pressure, managing health issues, or coping with bereavement or anxiety. For customers in vulnerable circumstances, the process can feel even more difficult.

Supporting vulnerable customers is central to good claims handling. Claims teams are often the first human point of contact after something has gone wrong, so the way they respond can shape the entire customer experience.

Here are five ways that claims teams can help to support vulnerable customers:

Recognise that vulnerability is not always obvious

Vulnerability is not fixed, and can be temporary or long term. In typical examples it can relate to health, life events, financial resilience, digital exclusion, language barriers, or confidence in dealing with complex processes. Some customers will tell you directly that they need help while others might not.

Claims handlers should be trained to recognise signs such as confusion, distress, repeated questions, difficulty providing information, or a change in tone during a call. The aim is not to label the customer, but to understand whether the standard claims process needs to be adjusted.

Ask the right questions, in the right way

When a customer appears to need some extra support the conversation should be handled with care, and respectful questions can help identify what would make the process easier. For example, a handler might ask whether the customer would prefer information by email, phone or post, or whether they would like someone else to help manage the claim.

Handlers need to be careful over the language they use, and customers should never be made to feel embarrassed, rushed, or judged. A calm, empathetic approach helps build trust and encourages customers to share what they need.

Adapt communication to suit the customer

Clear communication is one of the most important ways to support vulnerable customers. Claims teams should avoid jargon, explain each stage of the process clearly, and check that the customer understands what will happen next.

Some customers may need longer calls, written summaries, larger print documents, more frequent updates, or extra time to respond. Others may struggle with digital forms or online portals. The aim is to make the process as clear as possible for them, and flexibility can make the difference between a frustrating claims journey and one that feels manageable.

Be proactive, not just reactive

Vulnerable customers may find it harder to chase updates or challenge unclear decisions than non-vulnerable customers. Claims teams should take responsibility for keeping them informed. Even when there is no major development, a short update can provide reassurance and reduce anxiety.

Proactive support also means spotting potential issues early. If a customer is struggling to provide evidence, for example, handlers should look for practical ways to help rather than waiting for the process to stall.

Build vulnerability support into everyday claims handling

Good outcomes depend on more than individual handler behaviour, and firms should make vulnerability support part of their claims culture, training, quality assurance, and management oversight.

In practical terms this means giving handlers the time and tools to respond appropriately. It also means reviewing complaints and customer feedback to understand whether vulnerable customers are being treated fairly.

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