Vulnerable Customer Policy

Being vulnerable can mean different things to different people. It is usually a result of personal circumstances that can lead to an individual being less likely to get the best service or less capable of making the best decision for themselves.

Vulnerabilities could be short-term, long-term or permanent. They could even reappear, meaning support is needed at some times, but not at others. Some vulnerabilities could occur at the same time or be connected, and whist some may be temporary in nature, others may never change.

At Cavere, we want to ensure that all of our customers, irrespective of their personal circumstances, achieve the same good outcomes from the products and services we provide.


Identifying a Vulnerable Customer

Our staff are trained to identify vulnerable customers and we always keep them in mind when interacting with our customers.

Some vulnerabilities, particularly hidden vulnerabilities, are harder to recognise so if there is something you feel we need to be aware of, or there is something we can do to make it easier for you to deal with us, please let one of our team members know.

If we are aware of your circumstances, we will always take them into consideration and where possible, will take extra steps to assist you with any specific needs.

Examples of circumstances where we may be able offer additional support include;

  • Communication difficulties (including learning difficulties and English not being your first language, dyslexia)
  • Reduced physical or mental capacity
  • Health issues – illness, whether physical or mental illness, severe or long term
  • A sudden diagnosis of serious illness to you or a close family member
  • A sudden change in your personal circumstances, such as financial difficulties, bereavement, caring responsibilities or redundancy
This list is not exhaustive, and if there is something you would like to discuss with us that isn’t mentioned here, please let one of our team members know, and we will do whatever can to help you.


What support are we able to offer?

If you tell us about a vulnerability, or we feel that additional support would help you deal with your circumstances, we will discuss this with you first, before we put any support in place.

Where you disclose sensitive personal information to us (as defined in the General Data Protection Regulation or GDPR), we will always ask your permission before recording this information. Keeping details of what you share with us ensures that you won’t need to explain your circumstances again, should you need to speak to us in the future.

Please be assured that we will deal sensitively with your needs, and where appropriate we will;

  • Provide additional opportunities for you to ask questions about the information we have provided
  • Continuously seek confirmation that you have understood the information that has been provided
  • speak to a trusted third party who you nominate to deal with matters on your behalf. This may be a family member, a friend, or someone in a professional capacity.
  • If you, or we, believe it would be beneficial, we will make arrangements to continue with the conversation at another time
  • Offer you more time to consider your options should you require it
  • Explain your options if you are unable to pay your premiums when due.

There may be some situations which we are not be able to help you with ourselves. Should this be the case, we will explain this to you and explore other options that maybe available. For example, we may suggest you contact a specialist helpline or charity who may be better placed to help you.


If you would like to discuss your circumstances with us, or if there are ways in which we can make dealing with us easier, please let us know by contacting us on:

Phone: 01904 476096
Post: Customer Services, Cavere Insurance, Audax Close, Clifton Moor, York YO30 4RB


For links to useful websites for further information or support, please see our signposting page at the link below: