A recent survey conducted by the Bank of Russia reveals that nearly 40% of people with disabilities regularly use remote financial services. The study, involving individuals with visual or hearing impairments or musculoskeletal conditions, indicates that these respondents find remote access to their bank accounts increasingly accessible and convenient. However, challenges persist for those with low vision, who encounter difficulties navigating websites or mobile apps that contain graphic and interactive elements not adequately interpreted by accessibility applications.
The Bank of Russia has emphasized the importance of financial institutions adapting their remote service channels to better accommodate people with disabilities. They advise offering consultations with human bank employees instead of chatbots and proactively determining and addressing the specific needs of these customers.
Despite increased usage of remote services, individuals with disabilities still engage less frequently in financial activities, such as opening deposit accounts and purchasing insurance policies, compared to the general population. The survey attributes this trend to the complex terms and high prices of insurance products tailored for this demographic.
To address these issues, the Bank of Russia is developing recommendations for financial institutions. This includes installing touch screen self-service terminals and enhancing services on financial platforms. These steps are part of the Financial Inclusion Programme of the Russian Federation for 2025–2027, aiming to further integrate people with disabilities into the financial sector.
The measures outlined in this initiative are intended to foster an inclusive financial environment for all. The survey's insights and forthcoming recommendations are a step towards improving accessibility and service for people with disabilities.