Presented by Emma Gabor

Duration: 1:01

Stephanie will share some practical tips about how to manage clients who are stressed or engaging in unreasonable conduct, so you can diffuse the situation and ensure you are best meeting their needs. Stephanie will also share some real life experiences of dealing with challenging behaviour, from complaints investigated by FSCL

In this presentation you will learn about:

• the good – what works well with home and contents policies, and what is coming up this year
• the bad – including exclusions and limits of cover for certain risks; and
• the ugly  – the most common disputes with case examples.

You will be given a brief checklist to take home and use when advising clients.