DESCRIPTION
This module explores why conflict arises in an insurance setting, focusing on the customer in a claim situation.
The course aims to provide delegates on how to identify when conflict may arise, planning on how to approach the situation and how to resolve the conflict empathetically. Finally, the course explores how customers can become vulnerable in a situation with conflict, and how to handle those according to rules and guidance provided by the regulator.
OBJECTIVES
- Understand why conflict may arise in an insurance scenario
- Recognise ways to diffuse a stressful situation
- Understand how a customer can become vulnerable in a situation where conflict arises
- Recognise what approach needs to be taken with vulnerable clients
