Additional Support for Customers in vulnerable circumstances

At Howden Life & Health we are committed to providing quality products and services for all our customers. We work in an open and responsible way that builds the trust and respect of all our customers. Howden Life & Health seeks to ensure that all customers are provided with good product and service choices, so that they can make good buying decisions and have a positive experience when dealing with us.

Addressing the needs of vulnerable customers is core to Howden Life & Health social purpose and is aligned to our objectives to be ‘Better for Customers’ and a ‘Great Place to Work’.

There are countless examples of how we assist customers when they need us most. This policy outlines the policy approach so that we continue to ensure that we are able to look after the needs of vulnerable customers.

Identifying customers in vulnerable circumstances

Customers may be vulnerable due to circumstances such as age, physical or learning disability, physical or mental illness, low literacy, communications difficulties or changes in circumstances such as bereavement.

How we record your information.

Howden Life & Health will only record information about a customer’s vulnerability or disability which is relevant to the services that we provide. Further details about the information that we store can be found in our Privacy Policy.

During any communication with customers, if they inform us of a vulnerability or disability we will ask them if they are happy for us to make a note of this on their account. If customers consent to us recording this data, we will use this information where appropriate to help us meet their needs.

Looking after our vulnerable and disabled customers.

All of our agents receive training on how to deal with vulnerable and disabled customers. We ask our team to pay that extra level of care, attention and sensitivity when communicating with and working to resolve customers enquiries or issues. At the same time we ask our customers to respect our team and refrain from any abusive behaviour.

For example if we are aware that a customer has a speech impediment, each time the customer contacts us, the agent who answers to the call will know that there may be difficulty in responding to their questions and take their time to wait for a response.

Another example may be if a customer has informed us that they have lost their job and are struggling to pay their premium, we will work with them and their insurer to develop a payment plan.

Appointing someone to act on your behalf:

Managing your insurance policy or application

If a customer needs assistance in managing his or hers policy, they can notify Howden Life & Health of this request and request a Delegated Authority on their record.

Power of Attorney

If a customer has a Power of Attorney who wants to act on their behalf, we will need a certified copy of the LPA certificate to be sent to the following address:

Howden Life & Health, Ageas House, The Square, Gloucester Business Park, Brockworth, Gloucester, GL3 4ZP.

Dealing with bereavement

We understand how difficult it can be when a friend or family member has passed away. Our Customer Services team are here to help you liaise with your insurance company.

Who do I contact?
Simply call our Customer Services team on 0808 141 1244 (free) to notify Howden Life & Health of the loss of the policy holder. Our dedicated Customer Services team operates Monday - Friday between 9.00am – 6:00pm.

What you’ll need.
To find the right customer file, we’ll need the policy holders name, postcode and the telephone number and ideally the insurance company name which you might find on their bank statement.

What happens next?
We will put you in touch with the appropriate insurance company so that they can begin to process the claim or cancellation as quickly and as easily as possible.

Providing Information in different formats

Customers who require information in different formats can contact us on 0808 141 1244 to request these. Large print and braille bills are available free of charge.

Monitoring our policy

Howden Life & Health regularly review our agents’ performance and work closely with third parties to ensure we are meeting the needs of our vulnerable and disabled customers. We will regularly review this policy and the procedures in line with it.