GOVC24
Creating good outcomes for customers experiencing vulnerabilities
Understanding vulnerable customers provides an opportunity for insurance professionals to make a profound impact.
This short course aims to elevate skills and knowledge to provide exceptional care and supportive interactions and experiences. By completing this short course, you’ll be able to identify signs of vulnerability, understand their causes, and communicate effectively and sensitively.
You’ll navigate challenging situations with empathy and professionalism, ensuring you provide the right support for customers experiencing vulnerability.
Featuring practical, customer-centric scenarios and a focus on real-life impact, this course offers a transformative learning experience that prioritises essential skills over compliance and technical details.
Who should take the course
The course is suitable for retail related insurance professionals who have customer interface, e.g. underwriters, brokers, claims handlers, loss adjusters, sales and service call centres and those in the supply chain.
What you'll learn
On completion of the course, learners will be able to:
- recognise signs of vulnerability
- describe causes of vulnerability
- communicate effectively and sensitively with customers experiencing vulnerability
- navigate challenging situations with empathy and professionalism
- provide appropriate support to those experiencing vulnerability.
Topics Covered
Understanding vulnerability:
- Defining vulnerability
- What vulnerability is
- Language of vulnerability
- Key factors of vulnerability (including but not limited to):
- Domestic violence
- Financial abuse
- Cultural diversity
- Identifying behavioural and situational indicators
- The benefits of recognising vulnerability
- Supporting customers experiencing vulnerability
Enhancing customer interactions
- Communication skills
- Impacts of ineffective communication
- Key communication strategies
- Communication dos and don'ts
- Responding to customers - Best practices
- Skills to manage customers experiencing vulnerabilities
- How insurance companies can support customers
- Implementing support measures for for customers and employees
Application of vulnerability support
- Real life stories about customers experiencing vulnerabilities
- Navigating conversations through scenarios
- Interactive scenarios and chose your path examples.
Watch this two-minute video to see how stories, connection and above all empathy define the customer claims experience.
SNAPSHOT: Creating good outcomes for customers experiencing vulnerabilities