Insurance Customer Experience & Service Recovery

What this programme addresses

This workshop helps insurance professionals strengthen service quality across the customer journey, particularly policy administration, enquiries, claims and complaints. Participants develop practical skills in empathy, emotional intelligence, professional communication, complaint handling and service recovery to rebuild customer trust and improve retention.

Workshop objectives

1. Enhance the customer experience by applying customer-focused service principles across key insurance interactions, particularly policy administration, enquiries, claims, and complaints.
2. Develop empathy and emotional intelligence to better understand customer needs, emotions, concerns, and expectations while responding with professionalism and compassion.
3. Strengthen communication skills by applying active listening, clear explanations, appropriate questioning, and professional communication when dealing with policyholders and other stakeholders.
4. Apply effective complaint-handling techniques to identify the underlying concerns, manage difficult conversations, de-escalate situations, and achieve appropriate resolutions.
5. Strengthen claims-related service delivery by communicating clearly throughout the claims process, managing customer expectations, explaining processes effectively, and reducing avoidable frustration and delays.
6. Apply service-recovery strategies to rebuild trust and loyalty following service failures by resolving concerns effectively, learning from customer feedback, and identifying opportunities to improve service quality and retention.

Recommended participants

• Customer Service Representatives
• Claims Officers and Claims Examiners
• Claims Supervisors and Managers
• Call Centre/Contact Centre Representatives
• Customer Experience Officers/Managers
• Client Relationship Officers
• Policy Administration Officers
• Front-office and Branch Staff
• Insurance Agents and Sales Representatives
• Underwriting Support Personnel
• Customer Relations/Complaints Officers
• Branch Managers and Assistant Managers
• Service Quality and Quality Assurance Personnel
• Operations Supervisors and Managers
• Team Leaders and Frontline Supervisors
• Insurance professionals preparing for customer-service leadership roles

Best suited for

Customer service, claims, policy administration, branch, relationship-management, complaints, and frontline supervisory personnel who directly influence the policyholder experience and are responsible for resolving customer concerns and service failures.

How the learning can be applied

The workshop is particularly valuable for improving the customer journey from enquiry and policy purchase through policy administration, claims, complaints, service recovery, resolution and customer retention.

Key topics

• Insurance customer experience
• Empathy and emotional intelligence
• Professional communication
• Complaint handling
• Difficult conversations
• Claims-related communication
• Expectation management
• Service recovery
• Customer feedback
• Customer retention