Policy for
Customers in Vulnerable Circumstances

At Insurteam, we are committed to ensuring that all customers receive fair outcomes. We recognize that some customers may require additional support to access our products or manage their insurance effectively due to their personal circumstances.

01

What We Mean by “Vulnerable Circumstances”

In line with the 2025 Revised CPC, we recognize that vulnerability is dynamic. A customer may be in vulnerable circumstances due to:

Life EventsBereavement, relationship breakdown, or caring responsibilities.
HealthPhysical or mental illness, disability, or cognitive impairment.
ResilienceLow income, high debt, or lack of financial knowledge.
CapabilityPoor literacy, digital exclusion, or language barriers.
02

Our Commitment to You

If you or your representative inform us of a vulnerability, or if we identify a potential need, we will:

  • Provide Reasonable Accommodation: This includes offering information in alternative formats (e.g., larger font, simplified language) or allowing additional time for decision-making.
  • The “Tell Us Once” Principle: With your agreement, we will seek to record relevant support needs so that you do not have to repeat them unnecessarily. Please share only information needed to explain the support you require; you do not need to provide a medical diagnosis through our website contact form.
  • Nominate a Trusted Contact Person (TCP): We facilitate the appointment of a “Trusted Contact Person.” This is someone we can contact if we cannot reach you or if we suspect you are at risk of financial abuse.
Note: Being nominated as a trusted contact does not, by itself, authorise someone to make decisions or change your policy.
03

Support in a Digital World

As an Insurtech, we ensure our digital platforms are designed to be accessible. We avoid “dark patterns” or “high-speed frictions” that might lead to poor decision-making. If you need help using our digital services, email hello@insurteam.com or use our contact form to explain the support or alternative format you need. We will discuss suitable arrangements with you.

04

Protection from Financial Abuse

We take concerns about financial abuse, scams or coercion seriously. If you or your representative raise a concern, we will consider the support and safeguards appropriate to the circumstances and explain the next steps. Where appropriate, concerns may need to be referred to the relevant authorities.

Partner Requirements (B2B)

As Insurteam distributes products through third-party partners, we require our distribution partners to:

  • Identify: Actively identify potential vulnerabilities during the sales process.
  • Report: Securely notify Insurteam of any customer support needs to ensure the policy is administered correctly.
  • Train: Ensure front-line staff receive appropriate training to identify and respond to customer support needs.