"Customers should not have to disclose sensitive information repeatedly."
- Matthew Hill - Chartered Insurance Institute (CII)
The Chartered Insurance Institute (CII) has announced the launch of a cross-sector Vulnerability Data Sharing Taskforce, aiming to help reduce the number of times that vulnerable customers have to disclose sensitive information as they move between insurers, brokers and service providers.
The initiative responds to concerns that vulnerability-related information is not consistently shared across the financial services distribution chain, and as a result, customers are often asked to repeat sensitive information, often creating frustration and potentially reducing the support customers receive.
The taskforce brings together representatives from insurance, personal finance, technology, academia, and professional bodies. The representatives met for the first time in late May 2026 to discuss how improved information sharing could help firms provide more consistent support and reduce the need for customers to repeatedly explain their circumstances.
It was noted that UK GDPR should act as the vehicle for responsible data sharing where there is a lawful basis, transparency, purpose limitation, and appropriate governance.
However, there is a lack of common standards, shared terminology, and practical mechanisms across the distribution chain. Experian, MorganAsh and FWD Research shared their existing approaches to vulnerability data sharing.
Three working groups have been established to focus on creating a vulnerability data dictionary, market adoption and engagement, and data standards and governance. Their work will centre on practical use cases and measurable customer outcomes.
The next phase of the programme will focus on developing the vulnerability data dictionary, progressing the supporting data standards and governance framework, and validating the approach through a practical insurance use case.
Together, these outputs are intended to help build the evidence base needed to support wider market adoption and improve outcomes for customers in vulnerable circumstances.
The creation of the taskforce comes after the CII released the Data Privacy for Customers in Vulnerable Circumstances guide, designed to support insurance and personal finance firms in managing data relating to customers in vulnerable circumstances.
"Customers should not have to disclose sensitive information repeatedly," Matthew Hill, chief executive of the CII Group, said. "By bringing together expertise from across insurance, personal finance and beyond, this Taskforce will help develop practical, sector-wide solutions that strengthen consumer trust and improve outcomes for people in vulnerable circumstances."
