Training and certification for insurance companies and brokers

Licence training comes first

For a new seller, licensing training is the first program and the one with a hard consequence. Track enrolment, the exam date and the result, and record the certificate with its validity. Renewal is easy to forget because it falls years later, so set validity in months on the program and let the expiry show in the compliance view well before the date. Check the current rules for your channel on training hours and renewal before you set the program up.

Product training before every launch

A new term plan, a revised health product or a change in a rider needs training before the first sale, not after the first complaint. Run a short online module for every seller and a classroom session for the managers who will field questions. Make it mandatory and enrol everyone in the channel during launch week. Sales operations can then enable the product only for sellers who appear on the completion list.

Conduct, AML and data privacy

Mis-selling prevention, anti-money laundering, fraud awareness and data privacy apply to sellers, claims staff and service teams alike. Claims staff also need fraud red flags specific to hospital bills and motor claims. Service staff need data privacy because they handle policy and health details every day. Refresh these courses every year, and use announcements with acknowledgement for quick circulars, such as a change in the grievance process.

• Mis-selling prevention and disclosure
• Anti-money laundering and fraud awareness
• Privacy of health and policy data
• Grievance handling and complaint timelines
• POSH awareness for all, with Internal Committee training for its members

Soft skills for sales and service

Beyond compliance, sellers need needs-based selling and objection handling, and service staff need ways to handle an upset customer after a claim is rejected. These programs have no expiry, so run them as role-based programs, track the hours, and link completion to the quality goals in the review cycle. A caller whose quality audit score is falling is the first person to enrol in the next call handling session.

How to set it up in ZeniaHR

1. Create a licensing training program in Learning with hours, the mandatory flag and a validity in months that matches your renewal cycle.
2. Create a product program for each launch, mark it mandatory, and enrol every seller in the channel during launch week.
3. Set up annual programs for conduct, anti-money laundering, fraud and data privacy with a 12-month validity.
4. Mark completions so certificate numbers and expiry dates are issued, and review the compliance view per program every month.
5. Send urgent process changes as a Company Wall announcement with acknowledgement required, and use its report to see who has not read it.

Read more about learning and training in ZeniaHR.

Roles this applies to

Frequently asked questions