Supporting customers in
vulnerable circumstances

 

Young woman in office clothing smiling directly into camera with male colleague on the phone behind her. Photo taken in a bright office environment with large windows behind. Zurich

Our Commitment to You   

At Zurich, we’re here to support you. We aim to do what’s right, keep our promises, and treat everyone fairly. That includes customers who may be in vulnerable circumstances.   

What Does Vulnerability Mean?   

Sometimes life throws challenges our way. Vulnerability can happen for many reasons—health issues, life events, financial struggles, or even limited abilities. It’s not always permanent or obvious.   

Here’s what it means:   

  • Vulnerability is any situation that might make it harder for someone to get a fair outcome.   
  • People may move in and out of vulnerable circumstances, due to a bereavement, job loss, or illness.   
  • If you need extra support to get the best outcome when dealing with us, you may be in vulnerable circumstances.   

How We Support You   

Staff Training

We train our team to spot when someone might need extra help. Everyone at Zurich knows how to support customers in vulnerable circumstances.   

We listen to what you tell us and adapt to your needs. This might mean:   

  • Changing how we communicate with you.   
  • Giving you more time to make decisions.   
  • Making sure you fully understand everything.   
  • Using internal processes to provide extra support.   

Add a Trusted Contact Person (TCP)

You can nominate a Trusted Contact Person (TCP) to your policy. With your consent, we may contact your TCP if:   

  • We’re concerned about financial abuse.   
  • We need to confirm:
  1. Your contact details.   
  2. Your health status.   
  3. The identity of a legal guardian, executor, or trustee.   
  • We’re having trouble reaching you.

Your TCP won’t have access to your policy details or decision-making authority. They’re simply there to help if you’re struggling to communicate with us or are at risk of financial abuse.
A TCP isn’t a legal representative and can’t give us instructions about your policy.   

If you want to appoint a legal representative, you can arrange it under:   

  • The Power of Attorney Act 1996   
  • The Assisted Decision-Making (Capacity) Act 2015   

If you’d like to appoint a TCP, please fill out the relevant form:   

Contact Us

If you need extra support, we’re here to help. Reach out to us: