Short Course
ECM24
Empathetic Claims Management
Empathy is a crucial skill in claims handling, as it fosters trust, understanding, and satisfaction among claimants.
1 CIP Points
Empathetic Claims Management
AUD $88
Claims
General Insurance
Open Study Period
Foundation
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This short course aims to equip claims agents and claims managers with the skills to provide empathetic and trauma-informed customer service to all claimants, including vulnerable customers. Learners will explore the difference between sympathy and empathy, how to identify and respond to trauma, and what empathy looks, sounds, and feels like in the context of their work.
What you'll learn
Upon completion of this course, learners will:
- Understand the distinction between empathy and sympathy and recognise the value of empathy in claims handling.
- Be able to identify signs of trauma in claimants and respond appropriately with sensitivity and support.
- Develop practical skills in effective communication, active listening, and rapport building to provide empathetic customer service.
- Apply empathy consistently across all claimants, including vulnerable customers by considering their unique needs and circumstances.
- Contribute to a positive claims experience for all customers by implementing empathetic claims handling practices that foster trust and satisfaction.
Topics Covered
- Introduction snapshot
- Understanding empathy
- Trauma-informed customer service
- Practical applications of empathy
Watch this two-minute video to see how stories, connection and above all empathy define the customer claims experience.
Snapshot: Empathetic Claims Management