General insurance product knowledge and policy servicing
A ready-made course you customise for your organisation, with a live session deck and two surveys. You only add the 10 details that are specific to your organisation.
- Length
- 40 min
- Lessons
- 6 lessons
- Frequency
- In the first month for new joiners
- Last reviewed
- 21 Oct 2026
A loss sits near an exclusion
Try it: this is one of 19 interactive activities in the course.
What's included
Three pieces that work together
Copy once, get everything. Learners prepare on their own, you answer questions live, and the surveys tell you what stuck.
Self-paced course
Short lessons with real workplace scenarios, not walls of text.
- 6 lessons, about 40 minutes
- Sorting activity, scenario, flashcards, process and quizzes
Live session deck
An AhaSlides presentation to run after the course, in person or online.
- 10 slides
- Quiz, word cloud, poll, scale slides
- A closing slide for your contacts
Two surveys
Find out what landed, and whether people use it on the job.
- Post-course feedback, about 2 minutes
- 30-day check-in
- Anonymous by default
- Results feed your next refresher
Learning objectives
At the end of this course, learners can
Each objective and the lesson that covers it.
| ID | Objective | Source | Where it's covered |
|---|---|---|---|
| TO 161.0 | Achieve ≥ 80% on the final assessment | none | Whole course |
| SO 161.1 | Explain how insurance works in terms of risk, premium and cover | Best practice | Whole course |
| SO 161.2 | Describe what motor, home and liability cover usually include and leave out + your info | Best practice | Whole course |
| SO 161.3 | Give a plain overview of commercial and specialty lines and when a customer needs them + your info | Best practice | Whole course |
| SO 161.4 | Read a policy schedule for limits, excess and exclusions and say which part responds in a simple case | Best practice | Whole course |
| SO 161.5 | Service a policy correctly: changes, certificates and renewals, with a clear record + your info | Example: insurance distribution and conduct rules in the customer's market | Whole course |
Your part: what a template can't do for you
- Your workplace details: fill in the 10 highlighted fields so the course describes your own policies, contacts and locations.
- Records: record completion in your own LMS or record system.
Course outline
6 lessons, about 40 minutes
Minutes per lesson are an estimate, shared out by page count.
1How insurance works
3 pages
7 min
How insurance works
3 pages
2Motor, home and liability cover
3 pages
7 min
Motor, home and liability cover
3 pages
3Commercial and specialty lines
3 pages
7 min
Commercial and specialty lines
3 pages
4Grey areas: which policy responds?
3 pages
7 min
Grey areas: which policy responds?
3 pages
5Servicing, speaking up and applying
3 pages
7 min
Servicing, speaking up and applying
3 pages
6Final assessment
2 pages
5 min
Final assessment
2 pages
Live deck and surveys
10 slides to run live, two surveys to close the loop
Pink slides are interactive. Both surveys are anonymous; pink questions are written for this course.
Post-course feedback: 11 questions, about 2 min
- Overall rating 5 stars
- Relevant, realistic, right length, helpful activities agree/disagree grid
- What was most useful? multi-select
- Confidence before this course, and now 1-5 scale
- How confident are you reading a policy schedule? 1-5 scale
- Which change have you tried in your work? multiple choice
- What barrier have you met in trying it? short text
- I can say I do not know and refer, without fear of blame. 1-5 scale
- One thing we should change or add open text
- Would you recommend this course? NPS
30-day check-in
- Have you used what you learned since the course? multiple choice
- How confident are you today? Compare with day 1 1-5 scale
- Do you know where to find the product guide and servicing procedure? yes / no / not sure
- A moment where the training helped, or where you weren't sure open text
- Which topics should the next refresher focus on? ranking
Results show whether people use the training on the job, not just whether they finished it.
Make it yours
10 fields to fill in, and you're ready
Everything else is done. These are the details only your organisation knows; each one is highlighted inside the course.
- Compliance contact
{{COMPLIANCE_CONTACT}} - Policy link
{{POLICY_LINK}} - Speak up route
{{SPEAK_UP_ROUTE}} - Jurisdiction and regulator
{{JURISDICTION_AND_REGULATOR}} - LMS or record system
{{LMS_OR_RECORD_SYSTEM}} - Approved product list
{{APPROVED_PRODUCT_LIST}}
Show all 10 fields
- Survey 1 URL
{{SURVEY_1_URL}} - Survey 2 URL
{{SURVEY_2_URL}} - Course URL
{{COURSE_URL}} - Live session URL
{{LIVE_SESSION_URL}}
FAQ
Common questions
Can I run general insurance product knowledge and policy servicing training online?
Yes. The course is self-paced and online, and the live deck lets you add a live session in the room or online.
How often is this training needed?
In the first month for new joiners, and when the product range changes.
Who needs this training?
Customer-service agents, junior brokers and new-joiner cohorts at insurers and broker networks; run by the learning or compliance owner.
What records should I keep?
Record completion in your own LMS or record system, so you can show who finished the course and when.
Can I edit the content?
Yes, everything. Change the wording, swap scenarios for ones from your workplace, add your logo, or remove parts that don't apply.
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Ready to run it?
Open the live deck to see how the session runs alongside the course and both surveys.