Vulnerable Customers


At Euro Rescue we understand that changes in our lives can be temporary, sporadic or permanent and this sometimes leave us vulnerable. Euro Rescue is dedicated to ensuring all our customers receive good outcomes that enable them to meet their requirements. We understand this is even more important, especially for those who feel they may be or are a vulnerable customer.

We’ve listed some examples of vulnerabilities, which you may wish to advise us about:

Life Events

Events in our lives can leave us vulnerable, it can be something that impacts us individually or as a group, for example:

  • Cost of living increasing
  • Bereavement
  • Divorce/ separation
  • Retirement


Our health plays a vital role in our ability to deal with ongoing situations such as sorting or updating our insurance policies. Whether it may be a:

  • Physical disability
  • Severe or long-term illness (such as cancer)
  • Hearing impairment
  • Mental health condition

We are dedicated to ensuring your complete satisfaction and support. We understand that you may have preferences other than contacting us by phone. To streamline your experience, we offer a comprehensive FAQ page and a Members Portal designed to address your queries efficiently. For prompt assistance, we encourage you to explore these resources first. However, should you require further support, feel free to reach out via email, and our responsive email team will be more than happy to help.


Sometimes managing your insurance policy may seem overwhelming, and you might prefer seeking help from your spouse, family member, or friends who have a better understanding of it. That’s perfectly fine! You have the flexibility to authorise anyone you trust to communicate on your behalf. To designate someone to speak on your behalf, kindly reach out to us.

How we deal with Customer Vulnerability?

Euro Rescue’s aim is to:

  • Treat you and your circumstances as an individual.
  • Offer flexible and tailored responses, where necessary.
  • Offer flexible solutions.
  • Record additional information about your needs, properly.
  • Guide you through the process effectively and efficiently.
  • Help with your understanding of our products and services.

Our Staff:

We strive to make our website informative and understanding. However, if you need additional further support, you can utilise our self-service options in the Members Portal. Should you require further assistance, please feel free to reach out to us via telephone or email. Our team have been through training to update their knowledge on identifying and dealing with a vulnerable customer. They will complete ongoing training to keep their level of knowledge regarding vulnerable customers at the highest.

If you’re unsure if your circumstances apply, or wish to discuss any vulnerability you feel you may have, please contact us on:

Telephone: 01708 922 776