Post by Pension Insurance Corporation plc

This week is #VulnerabilityWeek, an opportunity for organisations across different industries to share insights, raise awareness, and explore how we can better support customers with vulnerable circumstances. At PIC, ensuring every customer receives the right level of care and support is central to how we operate. We secure the pensions of almost 450,000 people, many of whom are already retired. Over 20% of our policyholders are currently living with disabilities and chronic health conditions, facing financial difficulties, or recent bereavement. Recognising and responding to their specific needs is central to our approach, as it enables us to provide tailored support and deliver fair, consistent outcomes for them.  PIC’s investment in supporting these policyholders means:  - We can tailor our communication methods to best meet the needs of the customer such as large print, Braille and audio versions of documents   - Over 700 new people with characteristics of vulnerability are supported each month   - Processes and customer journeys are designed around the needs of these policyholders   - We have expanded online journeys for managing retirement and pensions   - We’ve introduced Life Ledger, a digital ‘tell us once journey’ for reporting a death easily  - Our average telephone answer time is 9 seconds, with calls connecting straight to the team   - Our Webchat is operated by the same experienced front-line team rather than chatbots  We’re proud that this commitment is reflected in our work, including being the only insurer in the UK to both hold the ISO 22458, the international standard for inclusive and accessible service for customers in vulnerable circumstances, and to be awarded The Institute of Customer Service’s ServiceMark with Distinction.  But the need for support doesn’t begin or end with our customers. It can affect our families, friends and communities too. That’s why, as part of Vulnerability Week, we partnered with the Alzheimer's Society to host a Dementia Friends session for our employees, focused on building understanding of dementia and the practical ways we can support those affected. With colleagues also raising funds for Alzheimer’s Society by walking 12.3 miles across London on today (Friday 12 June). #VULNERABILITYWEEK2026 Andy Rose Ash Roberts Penny Dean Midori A.