In this episode, we explore what “vulnerability” really means in the claims journey and why it matters more than ever. Our guests' share their insights on identifying vulnerable customers, designing inclusive claims processes, and embedding vulnerability management into firm culture. Drawing on the Chartered Insurance Institute’s latest report on Managing Vulnerability in the Insurance and Personal Finance profession, we discuss practical steps for insurers to go beyond the comfortable minimum and deliver genuine, lasting change for customer outcomes. Joining the podcast this week is Claire Lashbrook, Director of Supply Chain at Claims Consortium Group, and Sarah Durkin, Head of Counter Fraud at Woodgate and Clark. You can find a link to the CII's vulnerability report here: https://media.umbraco.io/ciigroup-dxp/eaedofqi/managing-customer-vulnerability-in-insurance-and-personal-finance-a-practical-implementation-guide.pdf