Short Course
GICUST-20-01
Caring for the vulnerable customer
The General Insurance Code of Practice reinforces the critical importance of identifying and assisting vulnerable customers.
Please note: Members of the Insurance Council of Australia should contact ANZIIF directly before enrolling, at [email protected]
1.25 CIP Points
Caring for the vulnerable customer
AUD $55
General Insurance
Open Study Period
Foundation
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What you'll learn
When you have finished this learning solution, you will be able to:
- Explain how the Code defines vulnerability
- Identify customers experiencing vulnerability
- Understand your obligations under the Code when customers are experiencing Financial Hardship and other types of vulnerability
- Recognise the triggers to hardship
- Refer customers experiencing vulnerability to appropriate specialist support services
- Use a conversation flow structure and the principles of respectful communication to manage your conversations with empathy and confidence.
An optional module for team leaders helps them support staff who have been impacted by difficult situations and/or confronting customer interactions.
The General Insurance Code of Practice released by the Insurance Council of Australia in 2020 has a strong focus on caring for customers experiencing vulnerability or Financial Hardship.
This learning solution will help you to understand your obligations under the Code in relation to supporting such customers. It also provides you with practical techniques so that you can identify and help these customers with empathy and confidence.
It is suitable for Employees of Code subscribers, as well as their Distributors and Service Suppliers, including underwriting agencies and brokers with delegated authority.
This learning solution will help you to understand your obligations under the Code in relation to supporting such customers. It also provides you with practical techniques so that you can identify and help these customers with empathy and confidence.
It is suitable for Employees of Code subscribers, as well as their Distributors and Service Suppliers, including underwriting agencies and brokers with delegated authority.
Topics Covered
This learning solution contains the following sections:
- Caring for the customer
- Vulnerability:
- Understanding Vulnerability and Financial Hardship
- Respectful communication
- (Optional) Leader guide for supporting conversations with staff