Customer Service for Insurance Intermediaries

Intermediaries are required to reposition themselves amidst the pending shift in distribution models. The expectation of today’s consumer varies significantly from those of decades past. Reduced profits and cost pressures are forcing insurers to chart new territory, resulting in experimentation into new distribution channels. Sales persons need to be aware of these trends and of how to revitalise their value proposition to appeal to both the insurer and prospective clients.

At the end of the session participants will be able to:

1. Understand the main drivers of change within the industry
2. Discuss the changing relationships between insurer, intermediary and client
3. Describe methods of building credibility and initial client relationships virtually
4. Understand the need for confidentiality and data protection as collection and analysis of consumer data increases.
5. Fundamentally rethink and transform value proposition
6. Reinvent capabilities and reposition to play a central partnership role throughout customers’ lives.

Robert is an entrepreneurial business leader with a special interest in financial literacy and its role in economic development. He is passionate about the quality of governance and leadership within local and regional organizations. He holds a Bachelors of Business Administration (Finance and Marketing) with Distinction, from the University of New Brunswick, and an MSc in International Finance from the Arthur Lok Jack Global School of Business, UWI. He is an educator with 20 years’ experience teaching and training locally and internationally. Robert holds the position of Corporate Trainer at a local multi-line insurance group, and is also a member of faculty attached to the Accounting and Finance Department at a leading tertiary-level institution, where he functions as lecturer, corporate training facilitator, second examiner and consultant course writer. He is owner and principal consultant of a strategic business consulting practice.