Customer Service for the Property and Casualty Insurance Professional

This course was designed specifically for Client Service Representatives servicing insurance clients across Canada. It looks at every aspect of broker and/or agent operations from a customer service perspective and focuses on the exact job functions of those that deal with clients. This course will ensure that the employer’s operation maintains a consistent, high quality, customer service approach in all market conditions.

Credit Status
PNC105 is a required subject in the Property and Casualty Program – P&C Program. Upon successful completion, it will provide one of the 6 credits required to secure a Certificate of Successful Completion in the P&C Program.

Learning Outcomes
Upon successful completion of this subject, the student will be able to:

1. Construct a definition of quality service and propose its benefits
2. Illustrate the client service roles that others in the brokerage and industry play.
3. Apply techniques for effective use of the telephone and use the basics of business etiquette.
4. Solve client complaints and devise methods to handle unreasonable, hostile or irate clients.
5. Specify to clients and coworkers what they do not want to hear without causing offense.
6. Utilize techniques for managing time and priorities.
7. Specify the importance of maintaining high professional standards.
8. Point out the brokers’ role regarding inadequate coverage, legal issues, the renewal process and billing procedures.

Grading and Examinations
In compliance with the Grading Policy outlined below, the student’s final mark will be based upon the following:
Class Participation 20%
Tests/Assignments 30%
Final Presentation 50%

Final Grades:
A+ 90% to 100%
A 80% to 89%
B+ 75% to 79%
B 70% to 74%
C+ 65% to 69%
C 60% to 64%
D 55% to 59%
F 0% to 54% (Not a pass)
For the complete grading policy please refer to Seneca’s Academic Policy.

Text and Reference Material
Reference material will be provided by the instructor.

Pre-requisites
None.

Cheating and Plagiarism
Each student should be aware of the College's policy regarding Cheating and Plagiarism. Seneca's Academic Policy will be strictly enforced.

To support academic honesty at Seneca College, all work submitted by students may be reviewed for authenticity and originality, utilizing software tools and third party services. Please visit the Academic Honesty site for further information regarding cheating and plagiarism policies and procedures.

Discrimination/Harassment
All students and employees have the right to study and work in an environment that is free from discrimination and/or harassment. Language or activities that defeat this objective violate the College Policy on Discrimination/Harassment and shall not be tolerated. Information and assistance are available from the Resolution, Equity and Diversity Centre at ext. 2078 or via e-mail at Human.Rights@senecac.on.ca.

Accommodation for Students with Disabilities
The College will provide reasonable accommodation to students with disabilities in order to promote academic success. If you require accommodation, contact the Counseling and Disabilities Services Office at ext. 2900 to initiate the process for documenting, assessing and implementing your individual accommodation needs.

Detailed Topic Outline By Week
(Fall 2009)

1. Maintaining High Professional Standards
2. Client Service
3. Telephone Skills
4. Business Etiquette
5. Communication Skills
6. Basic Automation & Basic Office Procedures
7. Identifying Features & Benefits
8. Transmitting Information
9. Handling Complaints
10. The Broker and the Law
11. Inadequate Coverage
12. Emotional Clients
13. Presentations

 

 

 

 

 

 

 

 

 

 

Updated: September 2009