Mental health problems range from the worries we all experience as part of everyday life to serious long-term conditions and every year World Mental Health Day shines a spotlight on the issue to raise awareness. This year, however, Covid-19 has led to a host of issues that have increased mental health challenges, from isolation and unemployment to illness and bereavement.
At Legal & General we know that vulnerable people, whether they face mental or physical challenges, can find managing complex financial issues like insurance, pensions and equity release, daunting. We have appointed Dawn Watkins as our Group Vulnerable Customer Experience Manager to ensure that all of our teams are equipped to provide important support to vulnerable customers, with sympathy and kindness.
The Financial Conduct Authority believes that 24 million people – almost half the adult population – display the characteristics of vulnerability, including mental and physical health issues, recent life events such as bereavement or divorce, and a lack of financial understanding or resilience. Our own research has shown that one in four interactions with customers identified a customer vulnerability.