Search our site

Claims – Improving Confidence in Communication Skills

Level:N/A Duration:1 Day CII CPD Hours:6

This interactive claims communication skills training workshop provides a thorough understanding of the importance of communication skills when investigating claims.

The workshop will provide an excellent opportunity for delegates to develop their confidence in communication skills

The workshop focuses on building the delegates’ knowledge and skills in:

  • Building rapport
  • Questioning
  • Listening

as applied to claims investigations.

  • After attending this workshop, delegates will be able to:
    • Outline the benefits of strong communication skills when investigating claims
    • Define fraud and its impact on the insurance industry
    • Explain rapport building and how it can be built
    • Define the various questioning techniques and when they are best used
    • Explain the meaning of active listening and ways in which this skill can be improved
    • Outline best practise when repudiating a claim
    • Explain the importance of TCF with particular relevance to handling potentially fraudulent claims
  • Workshop content includes:
    • Communication skills and their importance to the claims process
    • An overview of fraud and how it impacts the insurance industry
    • An understanding of what is rapport building
    • How to build rapport
    • The questioning techniques available and when they should be utilised
    • An understanding of active listening and how to improve this skill
    • An opportunity to practise the above skills in claims related scenarios
    • Key elements to consider when repudiating a claim
    • The importance of TCF and its impact on the investigation and repudiation of claims

    Enquire about course availability

    Contact Us

    +44 (0) 1372 361177