Covéa Insurance creates joined up claims journey
Covéa Insurance has introduced new guidance designed to improve support for vulnerable customers.
Developed through collaboration between Covéa’s customer and data protection teams, the guidance aims to help vulnerable customers avoid repeatedly sharing sensitive personal information throughout the claims and insurance journey.
It provides a clear framework for how vulnerability information can be shared appropriately between Covéa and its suppliers while maintaining the highest standards of data protection and privacy.
This comes after research highlighted the emotional impact of having to repeatedly explain personal circumstances to different organisations and service providers. Many customers described the process as exhausting and demoralising, with some saying it affected their sense of independence and wellbeing.
Vicki Heslop, customer director at Covéa Insurance, said: “This is a great example of putting our customers at the heart of what we do. By working together across teams, we’ve made it easier for vulnerable customers to share their circumstances once, reducing effort and helping them access the right support more quickly.
“It’s a positive step towards delivering better customer outcomes while handling personal information with the care and respect our customers deserve.”
