ABI publishes guide to supporting autistic customers

The ABI has published a good practice guide to help the insurance and long-term savings industry support autistic customers. It had found several barriers that autistic people face when trying to access the products, and aims to explain the challenges customers face, and to suggest how firm can help. Suggestions include that firms could consider dividing documentation into manageable stages to reduce confusion, clearly explaining timelines for customer journeys and explaining in detail why information is needed and training employees to recognise various communication styles. The ABI hopes the guidance could also help people with conditions such as dyslexia and dyspraxia.

Emma Radmore