Introduction

At Switch Product Group, we are committed to treating all customers with fairness, empathy, and respect, particularly those who may be vulnerable due to personal circumstances or situations. We recognize that pet owners may experience distress when their pets are ill or injured, which can impact their ability to make informed decisions. Therefore, we have developed this Vulnerable Customer Policy to outline our approach to identifying, supporting, and safeguarding vulnerable customers throughout their interactions with us.

Definition of Vulnerability

At Switch Product Group, we recognize that vulnerability can take many forms, encompassing physical, mental, emotional, or financial factors that impede a customer's ability to fully engage with our services. In the context of pet insurance, vulnerability is particularly relevant given the deep emotional bonds between pet owners and their pets.

Vulnerability may arise due to the emotional distress experienced by pet owners when their pets require medical attention, face health-related challenges, or undergo significant medical procedures. This distress can affect a pet owner's capacity to make informed decisions, understand policy details, or manage claims processes. Additionally, financial constraints stemming from unexpected veterinary expenses can further exacerbate a customer's vulnerable state.

Understanding and addressing these vulnerabilities is crucial to ensuring that all our customers receive the support and care they need during challenging times. Our commitment to treating customers fairly (TCF) guides our approach to identifying and assisting vulnerable customers, ensuring they are treated with empathy, respect, and understanding throughout their interactions with Switch Pet Insurance.

Identification of Vulnerable Customers

Our staff undergo training to recognize signs of vulnerability, including indicators of emotional distress or compromised decision-making capacity.

We encourage customers to inform us if they consider themselves vulnerable or if they require additional support due to their circumstances.

We proactively assess vulnerability during customer interactions and remain vigilant for any indications that a customer may require extra assistance or understanding.

Support and Assistance

We provide a compassionate and supportive environment for all customers, particularly those who may be vulnerable due to emotional distress related to their pets' health.

Our customer service representatives are trained to offer empathetic and non-judgmental support to customers experiencing emotional difficulties.

We offer flexibility and reasonable adjustments to accommodate the needs of vulnerable customers, such as extending deadlines for documentation submission or providing alternative communication channels.