In light of the current coronavirus pandemic, this webinar explored how financial services firms and advisers have responded to the crisis and what more can be done to support vulnerable consumers in these challenging times, from preventing pension scams to managing money and giving advice to those who need it most.

1. The vulnerability challenge:
Supporting vulnerable consumers’ financial
wellbeing in the coronavirus
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2. Partners Programme
Be part of what happens next
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3. Welcome and
introduction
Nigel Waterson, ILC Trustee
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4. Grant Hughes
Director of Advice, Legal & General
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5. LGFA
Supporting Our
Vulnerable Customers

6. Confidential
Quickly identify where we are against our ambition and where we want to
invest to improve our vulnerable customer experience
Be able to recognise signs of customer vulnerability and know what action
can be taken through our principles and considerations
Utilise existing and external consultancy training to optimise the vulnerable
customer
Flexible approach using a combination of highly trained people supported
by innovative technology
Strategy & Vision
Brand and
Partnership
Product and
Services
People and
Culture
Processes
and
Technology
Data, Analytics
and Quality
Assurance
Our approach to vulnerability
We have benchmarked ourselves in order to;
6

7. Confidential
Health
Life events
ResilienceCapability
Vulnerable Drivers are captured and measured via our Advice Management System so that we can seek to better understand our
customer base and identify where to focus improvements to the overall journey
Health
only
Health +
Capability
Health +
Capability
+
Resilience
Health +
Resilience
+ Life
Event
Health +
Resilience
Health +
Life Event
Health +
Capability
+
Resilience
+ Life
Event
Capability Only
Resilience
+
Capability
Resilience
Only
Resilience +
Life Event Life Event
Only
Resilience +
Life Event +
Capability
Life Event +
Capability
Health +
Life Event +
Capability
7
Vulnerable customer drivers

8. Karen Brolly
Head of Products, Hymans Robertson
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9. 9
Key drivers of vulnerability
Health
Financial resilience Financial capability
Life events

10. 10
Working together
Collaboration – innovative ways for joint action,
using wider resources
Government & regulators – awareness and
consistency
Product providers – embedded in the firm’s
culture

11. Martin Lines
Business Development Director, Just Group
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12. Tish Hanifan
Founder and Joint Chair,
Society of Later Life Advisers
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13. Shayne Halfpenny-Ray
Policy and Public Affairs Advisor,
Chartered Insurance Institute
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14. Q&A
Please submit your questions to panellists via
the Q&A tab
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15. Closing remarks
Nigel Waterson, ILC Trustee
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16. Work with us
Business intelligence: we’ll give you advance notice of our latest research,
ad hoc briefings on areas of specific interest to your organisation, as well as a
discount on any research you commission from us.
Networks and connections: our Partners events have included visits to
Number 10, briefings with prominent influencers, as well as the opportunity to
meet ministers, policy experts and fellow Partners.
Brand benefits: as a Partner your brand will be visible through our numerous
events, press releases and presentations, and give you the opportunity to be
positioned at the heart of the debate on longevity.
For more information contact
Redvers Lee: redverslee@ilcuk.org.uk

17. Future of Ageing 2020:
Together for tomorrow – Delivering a
better society for all generations
Date: Thursday, 3 December 2020
Time: 9.00am (for 9.30am) - 5.30pm
Location: Wellcome Collection, 183 Euston
Road, NW1 2BE
Make the most of our early bird rate.
Register at: futureofageing.org.uk
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18. Thank you
ilcuk.org.uk @ilcuk
futureofageing.org.uk
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