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Free course template · United Kingdom

Consumer duty for insurers: Good outcomes and customers in vulnerable circumstances

A ready-made course, live deck and two surveys for uk staff. AhaSlides tracks progress, completion and scores for you. 40 minutes, 6 lessons. Last reviewed 28 October 2026; not legal advice.

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Course outline at a glance

  • A customer, Pat, calls to cancel home cover because money is tight after a bereavement; the script says to offer a retention discount and keep the call short
  • What would a good outcome look like?
  • Timeline
  • Quiz

  • Rules and outcomes
  • Vulnerability drivers
  • Accordion
  • Flashcards
  • Matching quiz

  • Five habits
  • Call checklist
  • Process
  • Checklist
  • Quiz
  • Multi-select quiz

  • Back to Pat
  • Add-on value
  • Good or poor outcome
  • Scenario
  • Sorting activity
  • Matching quiz

  • Raise it
  • Manager track
  • Process
  • Scenario
  • Quiz

  • Your next steps
  • Process
  • Quiz

Try some questions from the course

Question 1 of 3

Pat says money is tight after a bereavement and wants to cancel. What is the best first step?

 

A good outcome starts with understanding what the customer needs. Listening first, then explaining options including cancelling, lets Pat decide without pressure. A script, a rushed cancellation or extra steps like writing in all make it harder for her.

Lesson 1, The renewal call, teaches this. See the outline

Question 2 of 3

A customer's policy excludes accidental damage. When should you explain this?

 

Key exclusions need explaining before the decision, in plain words, with a check for understanding. Waiting until a claim means the customer finds out too late.

Lesson 3, Good outcomes in practice, teaches this. See the outline

Question 3 of 3

You notice a confusing process that is not your team's, and customers keep complaining about it. What should you do first?

 

Recording it and telling your team lead gets the pattern seen. If the problem reaches beyond your team, the reporting route takes it to the people who can change it. Raising it early matters more than being certain.

Lesson 5, Speak up and apply, teaches this. See the outline

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Learners earn a certificate

Your organisation

Certificate of completion

This certifies that

Alex Morgan

has completed

Consumer duty for insurers: Good outcomes and customers in vulnerable circumstances

Completed on12 October 2026
Sample certificate with a placeholder learner name.

Style 1 of 6: Standard

Everyone who finishes gets a certificate with their name, the course title and the completion date. Add your own logo, colours and signer.

Three pieces that work together

Learners prepare on their own, you answer questions live, and the surveys tell you what stuck. 8 fields to fill in with your own policy, contacts and locations; each one is highlighted inside the course.

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Completion is tracked for you

Learners sign in to take the course, so every start, finish and score is recorded in AhaSlides. No spreadsheet to keep.

  • Who has finished

    See who has not started, who is in progress and who has completed the course.

  • Every score

    Each learner's answers to the quizzes and activities in the course.

  • What landed

    Survey results show what people took away, and the 30-day check-in shows whether they use it.

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6 lessons, about 40 minutes

What learners can do at the end of each lesson. Minutes are an estimate.

  • Lesson 1: The renewal call · 7 min

    Before you begin · A customer, Pat, calls to cancel home cover because money is tight after a bereavement; the script says to offer a retention discount and keep the call short · What would a good outcome look like?

  • Lesson 2: The Duty in brief · 7 min

    Rules and outcomes · Vulnerability drivers · Check

  • Lesson 3: Good outcomes in practice · 7 min

    Five habits · Call checklist · Check

  • Lesson 4: Grey areas · 7 min

    Back to Pat · Add-on value · Good or poor outcome

  • Lesson 5: Speak up and apply · 7 min

    Raise it · Manager track · Check

  • Lesson 6: Final assessment and completion · 5 min

    Your next steps · Practice

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Often taught together

Courses teams often run alongside this one.

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Common questions

Yes. The course, the live deck and both surveys are free. Claiming the template into your AhaSlides account is free too.

Yes. The course is self-paced and online, and the live deck lets you add a live session in the room or online.

Yearly , at onboarding, and when the board reviews the annual Consumer Duty report.

UK staff at insurers, brokers and claims firms, from contact centres to product and senior management, with a manager track; run by the compliance or conduct risk lead.

Record completion in your own LMS or record system, so you can show who finished the course and when.

Yes, everything. Change the wording, swap scenarios for ones from your workplace, add your logo, or remove parts that don't apply.

Your own details, each highlighted inside the course:
  • Compliance contact
  • Compliance policy link
  • Reporting route
  • Vulnerability recording process
  • LMS or record system
  • Course URL
Then edit anything else you like: wording, scenarios, your logo.
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Free. Copy the course, live deck and both surveys into your AhaSlides account in one click.

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