Guide for supporting vulnerable broking clients released

21 July 2022

The National Insurance Brokers Association (NIBA) has prepared a Vulnerable Clients Guide for its members ahead of the November 1 start date for the new brokers code of practice.

NIBA says the guide is designed to help code subscribers identify and support clients who may be experiencing vulnerability.

Supporting vulnerable clients is among the new additions to the code, which replaces the 2014 version.

The nine-page guide says identifying vulnerable clients should be an “intrinsic part of the getting to know your client process” and lists a few ways in which subscribers can detect if a client needs further support.

The CARE or BRUCE protocol are two tools listed in the guide.

CARE is short for comprehend, assess, retain and evaluate and BRUCE refers to behaviour and talk, remembering, understanding, communication and evaluation.

The guide says subscribers should also pay close attention to passing comments made by their clients.

“For example, has the client mentioned they been having difficulties coping lately or alluding to dealing with personal issues?” the guide says.

“While these comments and observations alone may not necessarily mean that a client is experiencing vulnerability, they may help to provide a clearer picture of the client’s situation.”

The guide also explains how information regarding a client’s vulnerability should be recorded securely.

Recording the information as well as maintaining accurate notes helps reduce the need for clients to repeatedly disclose information relating to their vulnerability, the guide says.

Click here for the guide.