Support for Vulnerable Customers in Life Insurance Qorus-NTT DATA Innovation in Insurance Awards 2025

The Vulnerable Customer Support Project stands out by transcending the simple delivery of exceptional services. It promotes a new perspective and awareness of the care we must provide to our insured during challenging times in their lives. It encourages us to go beyond, reflecting on how we can truly make a difference in periods of pain.

This initiative aims to support our clients and beneficiaries during the loss of a loved one, encompassing not only family ties but also stepchildren or close friends. Support is provided during the activation phase of life insurance (both individual and group), offering, at no cost, specialized services in Psychological Support, Inventory Assistance, and Financial Consulting to help practically with the difficulties arising from a loss.

The Vulnerable Customer Support Project is an incremental innovation that showcases the insurer's commitment and adaptability in recognizing the pain of its customers. It seeks to complement and modernize existing products, enhancing the customer experience through specialized support. The main motivator for creating this project was the desire to help people overcome the adversities that this moment demands. The project was born from the insurer's commitment to placing the customer at the center of its actions, demonstrating care and contributing to their journey, far beyond ordinary service delivery. Facing the loss of a family member or loved one is a challenging process in multiple aspects, encompassing emotional struggles with grief as well as the practical and bureaucratic complexities that this phase imposes.