NTS02
Communication Skills for the Insurance Professional
As more of insurance becomes automated, the conversations that remain matter more. Explaining a complex decision, responding when something has gone wrong, or working through a difficult conversation with a customer, colleague or leader: these are the moments where trust is built or lost. You cannot always change the decision, but you can always change the experience of it. This course will show you how.
Communication skills for the insurance professional is designed to help insurance professionals at every career stage communicate in a way that is clear, honest and human, especially when the stakes are high.
You will explore how communication and influence shape trust, complaints, customer outcomes and collaboration across claims, underwriting, distribution, support and leadership.
At the heart of the course is the RIPPLE Model, a practical framework for planning and delivering important messages:
- Reach: connect before you communicate
- Interpret: listen for what is said, and what is not
- Personalise: adapt your communication to the person
- Persuade positively: help people move forward
- Leave an impression: finish with clarity and confidence
- Extend the relationship: build trust beyond today's conversation
You will leave with practical strategies you can apply immediately, plus simple tools you can revisit to keep building your skills over time.
What you will learn
By the end of this course, you will be able to:
- Explain why communication and influence matter in insurance
- Identify where these skills are needed in your role and across the insurance lifecycle
- Describe the RIPPLE Model and recognise what good communication looks like
- Apply the RIPPLE Model to real insurance scenarios, including tough conversations and challenging situations
- Commit to at least one specific way you will use these skills in your workplace
How you will learn
This short course takes approximately 50–60 minutes. You will follow real insurance scenarios through short videos and an interactive story, test your thinking with practical activities, and reflect on a moment from your own career when communication really mattered.
Earn 1 CIP point and build the confidence to handle the conversations that matter most.
Features and inclusions
- The RIPPLE Communication Companion, a downloadable workplace guide to use before important interactions
- The RIPPLE Communication self-action, a personal tool to help you build and track your communication habits
Topics
- Why human communication and influence matters
- Communication and influence throughout your career
- Introducing the RIPPLE Model
- The RIPPLE Model in action
- Practise the RIPPLE Model
- Putting the RIPPLE Model to work in your role