Association of Insurance Agents and Brokers
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“Customer service and sales in insurance” qualification

A two-part qualification: customer service (needs, feedback, communication, conflicts, client data, time, team) and insurance sales (process, objections, effectiveness, legal requirements, ethical selling). 12 video lessons, tests and a certificate.

12 lessons 1 h 59 min Tests: 12 2 final tests Access: 12 mo. Certificate
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About the course

A qualification for insurance agents and brokers, sales managers and customer service staff of insurance companies, banks and agencies. Two sections: how to build a service that retains clients, and how to sell insurance honestly and effectively within the requirements of the law of the Republic of Kazakhstan.

Section 1. Customer service in insurance

  1. Identifying and meeting client needs
  2. Feedback for improving service
  3. Communication and developing client relationships
  4. Conflict management
  5. Accuracy, confidentiality and client records
  6. Time and workload management
  7. Teamwork and organisational goals

Section 2. Insurance sales

  1. The insurance sales process
  2. Workshop: handling objections and closing the deal
  3. Sales development and effectiveness
  4. Legal and regulatory requirements for insurance activity
  5. Workshop: ethical selling from first contact to policy

What's included

  • 12 video lessons with live infographics, practical case studies and calculations;
  • a summary of each lesson to view on the website;
  • a test after each lesson and a final test for each section (50 questions each);
  • a certificate from the Association of Insurance Agents and Brokers.

Duration: 12 video lessons, 1 h 59 min of video + lesson tests and final section tests.

Course program

  1. 1.1 Lesson 1. Identifying and meeting client needs test free 10 min
  2. 1.2 Lesson 2. Feedback for service improvement test 10 min
  3. 1.3 Lesson 3. Communication and developing client relationships test 10 min
  4. 1.4 Lesson 4. Conflict management test 10 min
  5. 1.5 Lesson 5. Accuracy, confidentiality and client records test 10 min
  6. 1.6 Lesson 6. Time and workload management test 9 min
  7. 1.7 Lesson 7. Teamwork and organisational goals test 10 min
  8. 1.8 Section 1 final test test
  1. 2.1 Lesson 8. The insurance sales process test 10 min
  2. 2.2 Lesson 9. Workshop: handling objections and closing the sale test 10 min
  3. 2.3 Lesson 10. Sales development and effectiveness test 10 min
  4. 2.4 Lesson 11. Legal and regulatory requirements for insurance activities test 10 min
  5. 2.5 Lesson 12. Workshop: ethical selling from first contact to policy test 10 min
  6. 2.6 Section 2 final test test