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Framework 02

Vulnerable Customer Operating Model

A comprehensive operating model that embeds vulnerability identification, graduated response, and outcome monitoring across every customer touchpoint.

Identification TriggersSeverity MatrixResponse ProtocolsTraining Framework
Identification

Identification Trigger Points

  • Digital Channels — Application patterns, behavioural signals, communication preferences, policy management patterns
  • Voice Channels — Customer disclosure, speech patterns, communication difficulties, emotional distress indicators
  • Claims Journey — Life event claims, vulnerability disclosed during process, extended claims duration, third-party involvement
  • Third-Party Sources — Broker/distributor protocols, TPA identification, special addresses, power of attorney records

Vulnerability Categories

  • Health — Physical disability, mental health conditions, cognitive impairment, terminal illness
  • Life Events — Bereavement, relationship breakdown, job loss, caring responsibilities
  • Resilience — Financial difficulty, low financial capability, digital exclusion, low confidence
  • Communication — Language barriers, sensory impairment, learning difficulties, low literacy

Technology & Tools

  • ML models for pattern-based vulnerability detection
  • NLP for real-time vulnerability indicator analysis
  • Voice analytics with speech pattern recognition
  • Third-party database integration for proactive identification
Response Protocols

A four-level graduated response framework ensures proportionate support:

Level 1 — Low Impact

Proactive communication adjustments, extended cooling-off periods, alternative format documents, priority routing to experienced handlers

Level 2 — Moderate Impact

Dedicated specialist contact point, regular check-ins, simplified process protocols, enhanced support documentation

Level 3 — High Impact

Named relationship manager, multi-channel support coordination, proactive intervention triggers, specialist referral pathways

Level 4 — Critical Impact

Senior management oversight, multi-disciplinary support team, emergency response protocols, external agency coordination

Severity Matrix

The severity matrix maps vulnerability types against impact levels to determine the appropriate response:

Level 1
Low Impact
Level 2
Moderate
Level 3
High Impact
Level 4
Critical

Outcome Monitoring

  • Claims acceptance rate comparison (vulnerable vs. general population)
  • Settlement time tracking by vulnerability category
  • Complaint resolution rates and satisfaction scores
  • Customer retention and effort scores
  • Experience quality metrics across all touchpoints
The depth behind it

Tools & worked examples for Vulnerable Customer Operating Model

Identifying vulnerability and proving parity of outcomes. These are specimens — the working templates and full worked examples come with an engagement.

Vulnerable Customer OM — one-pager
One-pager
Vulnerable Customer OM — one-pager
Problem → method → outcomes summary of the Vulnerable Customer operating model.
Vulnerability Identification Triggers — template
Template
Vulnerability Identification Triggers — template
The signals that flag a vulnerability, mapped across channels.
Vulnerability Identification Triggers — worked example
Worked example
Vulnerability Identification Triggers — worked example
Triggers worked through with real cases and channel coverage.
See all tools & worked examples →
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