Quilter has unveiled a number of changes to its platform to support vulnerable customers.
Advisers can now inform Quilter via its investment platform of any additional needs a customer has, such as the need to speak more slowly on the phone.
Quilter has also launched a new customer facing ‘additional needs’ online support to help customers explore the support on offer for those with additional needs.
In addition, it has created a ‘tell us once’ service, meaning a customer only needs to tell one area about any additional support they need and it will be recorded right across all of Quilter’s businesses.
Quilter said the changes have been designed to help Quilter provide a more enhanced service for potentially vulnerable customers, while also helping advisers in managing any additional needs their clients may have.
Jenny Davidson, commercial proposition director at Quilter, said: “Vulnerability and additional needs can come in all shapes and sizes. From a medical diagnosis to challenging personal and financial circumstances, customers may need specific help at different times of their lives. As such, it is important that these things are captured properly and the service they receive can be tailored appropriately.”
Davidson said investment platforms can play a “key role” in helping those with additional requirements manage their finances.
“The introduction of the ‘notify us’ enhancement and ‘tell us once’ initiative will help us to get a clearer picture of what our customers need and help us and their adviser to be more proactive in supporting them.
“Consumer Duty has shone a spotlight on customer support in our industry and it is vital we look for enhancements that can be made to protect good outcomes. These sorts of initiatives can make a huge difference for someone when they need to interact with us and we want to make it as easy and seamless as possible for them,” she added.
[Main image: entre-for-ageing-better-BzJaluGzsSw-unsplash]
