Operations and Customer Service in Insurance

MQF Level 5

6 Credits (ECTS)

Operations and Customer Service in Insurance

Start
October 2024
Module Type
Compulsory
Price
€320
ECTS Credits
6 Credits (ECTS)
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Get 70% back via Tax Credit

€224 refund on this module

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:

1. Face-to-face sessions: 18 hours

2. Online Learning Activities: 12 hours

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.

The tutor provides continual support during both teaching -learning modes by providing information, readings and tasks relevant to the module in question.

The tutor provides continuous formative feedback as an on-going guidance during the student’s learning experience in preparation for their summative assessment.

How you’ll be assessed

This module consists of two assessment tasks, each carrying a weighting as below:

a) Assessment 1 carries 20% of total module mark achieved. b) Assessment 2 carries 80% of total module mark achieved.

For successful completion of a study module the student is required to achieve a minimum of 50% pass mark in both Assessment 1 and Assessment 2.

The overall grade achieved for each module is calculated as the sum of: • 20% of the mark achieved for Assessment 1; and • 80% of the mark achieved for the Assessment 2.

Assessment 1 and Assessment 2 tasks aim to provide the learner with the opportunity to produce evidence of his/her competences aligned to the learning outcomes of each individual Module.

Assessment

This module’s a) Assessment 1 may include different forms of assessment which allow and promote students’ critical engagement (e.g., online discussions, in-class discussions, case studies, etc.).

For successful completion of the study module the student is required to achieve a minimum of 50% pass mark in Assessment 1.

b) Assessment 2 consists of one assignment at the end of the module.

The mode of assessment varies and may include in-class assignments, and home-based written assignments using diverse assessment tools which may include case studies, reports, proposals, essays, and presentations.

For successful completion of this module the student is required to achieve a minimum of 50% pass mark in both Assessments 1 and 2 respectively.

Assignment
Discussions

Module Intake Dates

October 2024
Price
€320

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.
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