Vulnerable Clients Policy: Our Commitment to Inclusive Advised Insurance

At Indemnity, we want every client to feel supported, understood, and able to make informed insurance decisions.

We recognise that some clients may need extra help at certain times. Vulnerability can be permanent or temporary. It may be linked to health, personal circumstances, financial pressure, business stress, communication difficulties, or lack of familiarity with commercial insurance.

Our role is to adapt our service where needed, explain things clearly, and make sure clients are not disadvantaged because they need more time, support, or alternative communication.

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Drivers of Vulnerability

The FCA identifies four main drivers of vulnerability: health, life events, resilience, and capability. These can affect how a client understands information, makes decisions, responds to deadlines, or manages an insurance claim.

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‍1. Health-Related Exposures

Health-related vulnerability may include physical illness, disability, cognitive impairment, mental health difficulties, stress, fatigue, or long-term medical conditions.

Where a client needs additional support, we can slow the process down, provide written summaries, explain key points in plain English, and allow more time to review important documents.

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2. Significant Life Events

Major life or business events can make insurance decisions harder. This may include bereavement, illness, divorce, business disputes, restructuring, insolvency pressure, a major claim, cyber attack, fraud event, or supply-chain disruption.

In these situations, we aim to provide clear next steps, separate urgent actions from non-urgent matters, and support the client through the process in a structured way.

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3. Low Financial or Operational Resilience

Some clients may have limited ability to absorb financial shocks, premium increases, excess payments, or uninsured losses.

Where cost is a concern, we will explain the impact of reducing cover, increasing excesses, or choosing a cheaper policy. Our aim is to help clients understand the trade-off between price, cover quality, exclusions, and claims protection.

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4. Communication and Capability Barriers

Some clients may find commercial insurance difficult to understand because of language barriers, low digital confidence, limited insurance knowledge, or unfamiliarity with UK insurance rules.

We will avoid unnecessary jargon, explain technical terms clearly, and provide information in a format that is easier to understand where possible.

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Practical Accommodations: How We Modify Our Service

Upholding an inclusive, highly ethical framework for handling vulnerable clients is a fundamental requirement of our Corporate Chartered Status.

We can adapt our service to help clients make informed decisions with confidence.

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Bespoke Documentation Formatting

Where needed, we can provide clearer summaries, larger font documents, plain-English explanations, key action lists, and simplified explanations of policy warranties, exclusions, sub-limits, and claims conditions.

These summaries do not replace the policy wording, but they can help clients understand the most important points before making a decision.

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Multi-Contact Authorisation Paths

A client may choose to nominate a trusted third party to help them review insurance information. This could be a solicitor, accountant, finance director, business partner, family member, or other authorised representative.

We will only share information with another person where the client has given appropriate authority.

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Paced Consultation Structures

Some insurance discussions can feel overwhelming, especially during a renewal, claim, or business crisis.

Where appropriate, we can break meetings and information requests into shorter stages. We can provide written follow-ups, clear deadlines, and manageable action points so the client does not feel pressured or overloaded.

Even when adjusting our pace for vulnerable clients, we maintain absolute diligence to help you satisfy your statutory duty of Fair Presentation of Risk.

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Support During Claims

Clients may become vulnerable during a claim, even if they were not vulnerable when the policy was arranged.

A claim can be stressful, urgent, and unfamiliar. It may involve financial pressure, legal correspondence, insurer requests, loss adjusters, regulators, employees, or customers.

Where additional support is needed, we can help explain the claims process, identify urgent actions, break evidence requests into stages, and communicate with insurers where appropriate.

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Fair Value and Inclusive Advice

Fair value means more than finding the lowest premium. It means helping clients access suitable cover, understand important limitations, and receive appropriate support before and after the policy is arranged.

For vulnerable clients, fair value also means making sure our service is clear, accessible, and adapted to their needs where possible.

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Why Indemnity‍

At Indemnity, we are committed to inclusive advised insurance. We aim to treat clients fairly, communicate clearly, and provide practical support where clients need additional help.

Our approach includes:

* clear explanations

* plain-English summaries

* flexible communication

* additional time where needed

* support from authorised third parties

* paced consultations

* claims guidance

* fair value assessment

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Commercial insurance can be complex. Our responsibility is to help clients understand their options and make informed decisions without unnecessary pressure or confusion.

If there is anything we can do to make dealing with us easier — including the format we communicate in, who is involved in your account, or the time we take you through information — please let us know.

Telephone 0345 625 0711 or email: info@getindemnity.co.uk