Summary
This guide outlines the practices and standards that AXA XL follows to support vulnerable customers. It begins by defining a vulnerable customer as someone who, due to personal circumstances, is at a higher risk of harm, particularly when firms do not exercise appropriate care. The document emphasizes the importance of fair treatment for these customers in line with the FCA's G21/1 Guidance. It details specific practices that AXA XL implements when engaging with vulnerable customers, such as making records to ensure considerate service, providing additional opportunities for questions, and confirming understanding of the information provided. The guide also mentions the option for customers to complete transactions after further consideration. Additionally, it provides contact information for further assistance regarding vulnerable customers, including specific contacts for Coverholders and Third Party Claims Administrators. Overall, the guide serves as a resource for ensuring that vulnerable customers receive the necessary support.
