At LBH Insurance, we are committed to treating every customer fairly, with dignity, respect and compassion. We recognise that some customers may experience vulnerability, either temporarily or permanently, and may require additional support when arranging or managing their insurance.

Supporting customers in vulnerable circumstances is an important part of our commitment to delivering good customer outcomes and reflects our responsibilities under the Financial Conduct Authority's (FCA) Consumer Duty.

We understand that vulnerability can affect anyone at any stage of life. Our aim is to ensure that every customer receives the appropriate level of care and support to make informed decisions about their insurance.

A vulnerable customer is someone who, due to their personal circumstances, may be especially susceptible to harm if they do not receive appropriate support.

Vulnerability can arise for many different reasons and may be temporary, permanent or linked to changing life circumstances.

Examples may include:

• physical or mental health conditions;
• disability or impairment;
• bereavement;
• financial difficulty or debt;
• caring responsibilities;
• reduced confidence in dealing with financial matters;
• language or communication barriers;
• significant life events such as redundancy, divorce or serious illness; or
• any other circumstance that may make it more difficult to make informed decisions.

Having a disability, illness or protected characteristic does not automatically mean someone is vulnerable. Equally, someone with no diagnosed condition may still require additional support because of their personal circumstances.

We recognise that every customer is different and will always seek to adapt our approach to meet individual needs.

Where appropriate, we may:

• allow additional time during conversations;
• explain information clearly and avoid unnecessary technical language;
• check that information has been understood before proceeding;
• provide information in an alternative format where reasonably practicable;
• arrange a follow-up conversation where more time is needed;
• communicate using the customer's preferred method wherever possible; and
• work with an authorised representative, attorney or trusted third party where appropriate and legally authorised.

We will never pressure customers into making decisions before they are ready and will always seek to provide the information and support needed for them to make informed choices.

Every customer deserves to be treated fairly and with respect.

Our employees receive training to help them recognise when a customer may require additional support and to respond with patience, empathy and professionalism.

Where a customer tells us about their circumstances, we will treat that information sensitively and only use it where necessary to help us provide an appropriate level of service.

Being identified as a vulnerable customer will never prevent someone from accessing our services. Instead, it enables us to consider what reasonable adjustments or additional support may be appropriate to help achieve a positive outcome.

Any personal information shared with us will be handled in accordance with applicable data protection legislation and our Privacy Policy.

Information relating to a customer's circumstances will be treated confidentially and only used where necessary to provide appropriate support and deliver our services.

If you believe you may need additional support, or if there is anything we can do to make communicating with us easier, please let us know.

Our team will be happy to discuss your individual needs and work with you to ensure you receive the support and service that is appropriate to your circumstances.