Suncorp New Zealand has shared for the first time its work supporting customers who are experiencing vulnerability.

The insurer has an established customer vulnerability framework and training program within its business to support customers in vulnerable circumstances.

It also has an increasing number of community support service partners, including Lifeline Aotearoa, Good Shepherd NZ, Shine, MoneyTalks and Age Concern New Zealand.

Customer Advocacy Manager Ryan Perica says the training and insights these organisations provide is a critical part of its customer vulnerability framework.

“We know that any customer may experience what we define as vulnerability at any time in their life,” Mr Perica said. “This could be due to factors such as their life stage, physical or psychological wellbeing, trauma, abuse or financial stress.

“The work that we’re doing with community partners has helped us better equip our frontline employees to understand customers’ circumstances and potential vulnerabilities. That means we are able to put more support around our customers.”

Suncorp says the customer vulnerability framework and training program is completed by all employees.

The program focuses on ensuring staff are able to identify customers in vulnerable circumstances, understand what to say when interacting with them so that they feel listened to and supported, and have the ability to refer them to support agencies.

Mr Perica says the business is building understanding of customer vulnerability right throughout the business from design and product development to claims and customer solutions.

“We are extremely grateful for the contributions of our community partners in helping us understand how we can better support all of our customers, but particularly those who may be experiencing vulnerability of some kind,” he said.

“Vulnerabilities can be caused by complex issues and circumstances that need specialist skill and expertise to manage, so our ability to learn, work with and refer customers to these specialist community support services is extremely beneficial.”