Vero's head of consumer, Jane Brewer, has urged organizations to be more vigilant for the additional risks faced by vulnerable customers – including fraud and scams.
With severe weather events and rising costs of living, New Zealand communities are facing a number of challenges, making it all the more crucial to proactively identify, support and protect customers experiencing vulnerability.
“New Zealand communities are currently experiencing a number of challenges that may lead to a vulnerable state for some, including the impacts of severe weather events and the rising cost of living,” Brewer said.
Vero's Customer Advocacy teams and field representatives have taken the lead in identifying customers in need, with over 695 customers contacted so far. Of these, more than 80 have been given additional support such as rebuild prioritization and referrals to Lifeline Aotearoa.
“Scams do not discriminate; unfortunately, they can happen to any one of us and at any time, but at this time we need to keep an eye out for fraudsters preying on vulnerable customers following the recent weather events in an attempt to take advantage of people when they're at their lowest,” Brewer said.
Brewer warned customers to watch out for scammers taking advantage of the vulnerable in the aftermath of weather events, citing the example of an elderly customer who was approached by a fraudster.
“Our field team recently identified a vulnerable elderly person who was approached by an individual posing as her insurer, requesting she pays them $1,000 and putting undue pressure on her to complete this payment in order for her claim to progress,” Brewer said. “I can only imagine the stress and anxiety this customer must’ve felt during this interaction. I am relieved that we have been able to identify this vulnerability and ultimately help this customer by reporting the incident to the police and referring her to a service that can provide support.”
Through partnerships with trusted community support services, Lifeline Aotearoa and Good Shepherd, Vero is able to provide appropriate assistance to those in need. Their representatives are trained to listen for cues of vulnerability and suggest solutions or refer customers to specialist expertise if needed.
Customers are advised to access user portals only through official websites and to never give out sensitive information in response to unsolicited phone calls. Vero representatives will always be identified and will never ask for cash upfront or send text messages with links.
