Building Integrity
BACKGROUND & OVERVIEW
The Building Integrity short course has been developed to address issues of Conduct and Culture in the insurance industry. It will explore what these issues are, the consequences that result from these issues and how we as an industry can work towards improving outcomes for our customers.
This course highlights the importance of good customer outcomes and may also be appropriate for those in financial services industries who are seeking education to develop soft skills.
What is the 'Conduct and Culture' of insurers?
‘Conduct is what the customer actually experiences.’ and highlights the connection between conduct and culture: ‘conduct is what actually happens regardless of systems, controls and formal rules’*. A poor culture can lead to poor conduct, which can, in turn, intensify the poor culture. Likewise, a good culture can lead to good conduct, which maintains the good culture.
WHO SHOULD TAKE THE COURSE
Designed for insurance professionals of varying levels across different regions, this short course applies across multiple insurance sectors, such as General Insurance, Underwriting, Claims, Life Insurance, Broking.