Covéa Strengthens Support for Vulnerable Customers With New Information Sharing Guidance.
Covéa Insurance has introduced new guidance designed to improve support for vulnerable customers by helping them avoid repeatedly sharing sensitive personal information throughout the claims and insurance journey.
Developed through collaboration between Covéa's Customer and Data Protection teams, the guidance provides a clear framework for how vulnerability information can be shared appropriately between Covéa and its suppliers. The initiative supports both Claims and Distribution teams, helping ensure customers receive the right support while maintaining the highest standards of data protection and privacy.
The move forms part of Covéa's ongoing commitment to delivering better outcomes for vulnerable customers and reflects growing industry recognition of the challenges individuals can face when navigating insurance processes.
The guidance has been informed by independent research involving insurance customers from across the UK with a range of vulnerabilities. While the research was not specific to Covéa, participants highlighted common experiences across the sector, including 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. The findings reinforced the importance of creating a more joined-up approach that enables customers to share their circumstances once, wherever appropriate, while ensuring information is handled responsibly and only with the customer's consent.
By providing greater clarity around when and how vulnerability information can be shared, the new guidance aims to reduce unnecessary repetition for customers, improve consistency of support and give colleagues and suppliers greater confidence when handling sensitive information.
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."
The initiative forms part of Covéa's broader focus on customer vulnerability and ensuring that customers who may need additional support receive a fair, accessible and supportive experience at every stage of their interaction with the insurer.
As the industry continues to strengthen its approach to vulnerability, Covéa believes greater collaboration, clearer processes and responsible information sharing can play an important role in improving outcomes for customers while maintaining trust in how personal data is managed.
