Operations and Customer Service in Insurance
6 Credits (ECTS)
Operations and Customer Service in Insurance
Get 70% back via Tax Credit
Module Description
This module tackles the role and activities of customer operations and the customer environment.
The syllabus also addresses the factors that contribute to efficient customer service within the insurance industry and how this can be applied to a multitude of consumer operations situations.
The module gives the students the opportunity to navigate the important role of the customer with regards to the performance of a company, the various relevant roles within the business and the operational aspects throughout the various insurance contract lifecycles.
Moreover, the syllabus also looks at the regulatory framework that defines the treatment and protection of customers within the cycle of insurance business.
Entry Requirements
Candidates who apply for this course must possess one of the following:
• A related qualification at MQF Level 4
and/or
• One ‘A’ Level or equivalent and a pass in English Language*, Mathematics, and/or Business Studies at MQF Level 3 (‘O’ Level or equivalent).
• Preference will also be given to applicants having 1 year work experience related to the study programme.
*In the case of students who do not possess all the formal required academic qualifications, then the Recognition of Prior Learning (RPL) process could be applied such that if evidence of equivalent learning is found then the applicant could still be accepted in the course.
Target Audience
This course is targeted at:
- Individuals seeking to advance their academic and professional knowledge in Insurance.
- Individuals wanting to pursue a wide range of career paths within the insurance profession.
- Individuals wanting to enhance their ability to interpret, assess and communicate insurance related information.
Module / Unit Instructions
The proposed structure comprises a blended approach promoting the building of a community of practice via peer-to-peer learning. The structure uses primarily two dimensions of teaching-learning modes:
- Face to Face sessions
Face-to-face sessions include lectures, tutorials, discussions, presentations and workshop activities promoting peer-to-peer learning.
- Online Learning Activities
Online learning activities incorporate tutorials and asynchronous discussions. These may consist of active interaction, participation and contributions in fora discussions, sharing resources and self-reflection exercises. Learners also contribute to the building of the community of practice by providing feedback to their peers as critical friends, enhancing the learner’s critical engagement throughout the study period.
How you’ll be assessed
The course comprises:
- Evening classes for part-time courses.
- Classes held throughout the day for full-time courses.
- Guided learning, presentations, comprising synchronous online discussions, tutorials and/or videos.
- Self-study hours comprising research, reading and assignment work.
Assessment
Assessment is carried out via two mandatory components:
- Assessment 1
- Assessment 2
The programme includes different forms of assessment which allow for and promote students’ critical engagement. The assessment tasks may include an in-class assignment and/or a home-based written assignment using diverse assessment tools which may take the form of online and in-class discussions, examinations, case studies, reports, proposals, essays, and presentations, etc., as applicable to the diverse modules.
Module Intake Dates
October 2024
Additional Info
Reading for the entire B.Sc. in Insurance Studies as presented herein costs €9,000.*
Upon successful completion of this course, students will be eligible for a 70% refund of the cost through the ‘Get Qualified’ scheme.**
Due to the modular structure of the course, you may also opt to take individual modules as stand-alone. The entry requirements still apply.***
*Prices are applicable to students who reside in Malta at the time of applying.
**Terms and conditions apply.
*** For the price of individual modules, please contact the IDEA Academy team.
Learning Outcomes
Competences:
At the end of the module/unit the learner will have acquired the responsibility and autonomy to:
- Acknowledge the importance of satisfying the various needs of the customer within the general insurance life and pensions environments.
- Demonstrate knowledge and understanding of the main roles and functions in customer operations.
- Explain the need for accurate information when selling products to consumers.
- Apply suitable customer service methods and principles when communicating with consumers.
- Differentiate between advice, guidance, and information in a consumer communication scenario.
- Demonstrate knowledge and understanding of recording, controlling, managing, and responding appropriately to feedback from customers.
- Discuss the factors that lead to effectiveness within teams.
- Illustrate the sales process and develop methods to increase sales activities.
- Demonstrate knowledge and understanding of the regulatory framework applicable to insurance operations with regards to consumer protection.
Knowledge:
At the end of the module/unit the learner will have been exposed to the following:
- Acknowledge the importance of satisfying the various needs of the customer within the general insurance life and pensions environments.
- Demonstrate knowledge and understanding of the main roles and functions in customer operations.
- Explain the need for accuracy when selling products to consumers.
- Apply suitable customer service methods and principles when communicating with consumers.
- Differentiate between advice, guidance, and information in a consumer communication scenario.
- Demonstrate knowledge and understanding of the importance of recording, controlling, managing, and responding appropriately to feedback from customers.
- Discuss the factors that lead to effectiveness within teams.
- Illustrate the sales process and develop methods to increase sales activities.
- Demonstrate knowledge and understanding of the regulatory framework applicable to insurance operations with regards to consumer protection.
Skills:
At the end of the module/unit the learner will have acquired the following skills:
- Identify the various procedures of gathering formal and informal feedback from clients.
- Map out methods to avoid conflict in an insurance context.
- Explain the necessity to abide by the company’s guidelines and rules in the case of conflict.
- Apply the necessary legal and regulatory requirements to the insurance industry.
Module-Specific Communication Skills:
The learner will be able to:
- Communicate ideas, problems, and solutions to both specialist and non-specialist audiences.
Module-Specific Learner Skills:
At the end of the module/unit the learner will be able to:
- Demonstrate how to effectively handle customer complaints.
- Collect feedback using graphs, charts, pictograms, etc., and respond effectively to customer feedback.
Module-Specific Digital Skills and Competences:
The learner will be able to:
- Navigate through the online learning platform to benefit from assignments, discussion boards, literature, tutorials etc.