Vulnerable Customer Statement

At Rush Insurance Services Limited, we understand that vulnerability can affect anyone at any time. Some customers may experience personal circumstances that make them more vulnerable and may require additional support when accessing insurance products or services.

We are committed to treating all customers fairly, with care, respect and understanding, and to ensuring positive outcomes for every customer we support.

Understanding Vulnerability

In 2021, the Financial Conduct Authority (“FCA”) published guidance to help firms better identify and support vulnerable customers.

The FCA defines a vulnerable customer as:

“Someone who, due to their personal circumstances, is especially susceptible to harm, particularly when a firm is not acting with appropriate levels of care.”

We recognise that vulnerability can be temporary, permanent, visible or hidden, and that every customer’s circumstances are unique.

Examples of Vulnerability

Vulnerability may arise from a wide range of circumstances, including but not limited to:

• Bereavement
• Financial difficulties or cost of living pressures
• Mental health conditions
• Physical health conditions or disabilities
• Language, literacy, numeracy or communication barriers
• Cognitive impairment or learning difficulties
• Financial abuse or financial crime
• Domestic or physical abuse
• Alcohol, drug, gambling or other addictions
• Major life events or sudden changes in circumstances
• Age-related vulnerability

We understand that these examples do not cover every situation and that customers may experience vulnerability in different ways.

How We Support Vulnerable Customers

Our staff are trained to recognise signs that a customer may need additional support. This may include difficulties with communication, understanding information, emotional distress, confusion, or changes in behaviour during interactions.

Where appropriate, we will adapt our approach to meet a customer’s individual needs. This may include:

• Communicating more clearly or at a different pace
• Providing additional explanations or support
• Allowing extra time for decisions
• Supporting alternative communication methods
• Working with authorised third parties, carers or interpreters where appropriate
• Signposting customers to specialist organisations or support services

We aim to ensure customers feel listened to, supported and treated with empathy throughout their interaction with us.

Training and Continuous Improvement

Supporting vulnerable customers is an ongoing priority for our business.

Our teams receive regular training to help them identify and respond appropriately to customer vulnerability. We also review customer interactions and feedback to help improve our service and ensure we continue to meet regulatory expectations and customer needs.

Use of Customer Information

Where relevant, we may record information relating to a customer’s vulnerability in order to provide appropriate support and improve customer outcomes.

Any information shared with us is handled sensitively, securely and in accordance with applicable data protection laws, including UK GDPR and the Data Protection Act 2018.

Further Information

Further guidance on vulnerable customers can be found on the FCA website:

Financial Conduct Authority (FCA) – Vulnerable Customers Guidance

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Last updated: May 2026