By: Karen Stevens & Andrew Gunn, IFSO
Duration: 32:59
This webinar also offers an optional quiz that will award an additional 0.5 of CPD.
Clients often expect advisers to assist them with their insurance claims, at times mistaking the role of the adviser, insurance broker and the insurer. These misunderstandings can lead to incorrect expectations of the adviser, the adviser over-reaching within their role or withdrawing from assisting with their claim altogether.
The customer then ends up disappointed and may complain to the adviser about their service.
This webinar looks at:
- The resources available to the adviser to assist their customers before and during a claim, including publicly available web resources and information sheets, and searching for case-studies.
- The assistance an adviser ought to provide under the Professional Code of Conduct for Financial Advice and establishing the boundaries between the adviser, FAP and insurer.
- Strategies to explain policy details and the use of open-ended questions and the dialogic technique
Andrew Gunn, Strategic Partnerships Manager at the IFSO Scheme looks at the resources available to advisers and their clients to establish clearer expectations of their policies and assist them a claim time. Attendees will be polled on their opinions, so we are looking for some robust interaction.
This session is suitable for General Insurance Financial Advisers, Compliance and Claims teams