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Treating Customers Fairly Through Knowledge and Excellent Customer Care

Level:Introduction Duration:1 Day CII CPD Hours:6

This TCF and customer care training workshop combines an introduction to general insurance with an understanding of the principles of customer care in a regulated environment.

It is designed for those new to the industry or those moving into more customer facing roles, including sales.

Our TCF and customer care training workshop explores the areas which need to be understood by those involved in providing basic technical or administrative services.

Module 1 is core, with the option of taking Module 2a or 2b to complete the workshop.

  • After attending this workshop, delegates will be able to:
    • Understand the origins of insurance and why people purchase it
    • Understand the legal principles of insurance and how they apply to general insurance products
    • Understand the structure of the UK insurance market and the different roles within it
    • Understand the regulation that applies to general insurance, with particular emphasis on Treating Customers Fairly (TCF)
    • Define the elements of excellent customer service and how this contributes to Treating Customers Fairly
    • Understand the basics of selling and how excellence in service can increase cross selling or up-selling opportunities.
  • Workshop content includes:
    • The background to insurance
    • Buyers, sellers and intermediaries in the UK insurance market
    • The role of a broker and the advantages and disadvantages of using a broker
    • Roles in the insurance market including underwriters, actuaries, claims handlers, call centre operators, risk managers, loss adjusters and loss assessors
    • The major types of insurance available in the UK market
    • Compulsory insurances
    • The legal principles and operation of indemnity, subrogation, contribution, insurable interest, utmost good faith and proximate cause
    • The factors taken into account when quantifying indemnity
    • Claim settlements, including sums insured, average, excess, franchise, coinsurance, agreed values, new for old.

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