UK - Lived experience is now being used to test insurers' vulnerability frameworks, and it's long overdue.

UK - Lived experience is now being used to test insurers' vulnerability frameworks, and it's long overdue. Rather than testing vulnerability frameworks against policies and procedures, they're testing them against real people, individuals with lived experience of ill health, disability, dementia, neurodiversity, caring responsibilities, and more. It's the difference between asking "do we have a process?" and asking "does our process actually work for the people who need it most?" Four Chartered insurers - Allianz, Chubb, Cornish Mutual and Groupe Covéa - are participating, working with Three Hands Insight to bring immersive, qualitative insight directly into how products are designed, how claims journeys feel, and where financial exclusion quietly creeps in. The FCA has been clear: good outcomes for vulnerable customers means evidencing those outcomes, not just having frameworks in place. This kind of lived-experience research is exactly the type of work that bridges the gap between regulatory intent and operational reality. Excited to see what guidance and good practice examples come out of this and hoping the outputs get shared widely across the market.