Just Group has partnered with Comentis to support customers with characteristics of vulnerability. 

Comentis’ digital cognitive assessment engine will help Just Group identify ‘at risk’ customers through an online process. 

The assessment provides a report on the nature of any vulnerability, how this impacts the customer and how Just Group can better support the customer’s needs.

HUB Group, Just Group’s sister company, is also running a pilot with Comentis for its advisers in the lifetime mortgage market.

Just Group head of customer experience Jenny Cadman says: “We are delighted to be the first provider in the retirement income market to make use of Comentis’ innovative software to help our customers. Supporting people with characteristics of vulnerability is an integral part of our customer service and this cutting-edge software will allow us to spot people who may be unaware of their vulnerability or are concerned about sharing it.”

The partnership follows the Financial Conduct Authority’s (FCA) recently published consumer duty rules.

The new rules demand the incorporation of a new consumer principle, that asks firms to provide good outcomes for retail customers, details cross-cutting rules, which consist of expectations for behaviour across three common themes, and provides rules relating to four outcomes the FCA expects to be delivered.

It also includes behavioural and administrative requirements for the dealing of vulnerable customers.

The FCA also announced an extension to the implementation deadline from 30 April 2023 to 31 July 2023.

Comentis chief executive and co-founder Jonathan Barrett adds: “Given the continued focus by the FCA on client circumstances within the new Consumer Duty guidance, firms will need to make sure they are adequately supporting their vulnerable clients.”