The Impact and Role of Trust in Claims

Thursday, 06 June 2024
12:30 pm – 1:30 pm (UK time)
    • Jeff Heasman

The claims stage is when customer trust is truly tested. It is therefore of crucial importance that everyone working within the insurance industry, whatever their role, understands how trust manifests itself throughout the entire customer journey and then the unique issues that arise in the claims process.

This webinar will examine what exactly trust is, how it is gained, and then regained if potentially lost.

Learning outcomes By the end of the webinar, participants will be able to:

➢ understand how trust manifests itself throughout the customer journey.

➢ recognise specific issues related to customer trust that may arise at the claims stage.

➢ implement a strategy to enhance customer trust in claims and to regain that trust if at any stage it is at risk of being compromise.

CII Accredited

This demonstrates the quality of an event and that it meets CII member CPD scheme requirements.

1 hour's CPD can be claimed for this event if relevant to your learning and development needs.

It is recommended that you keep any evidence of the CPD activity you have completed and upload copies to the recording tool as the CII may ask to see this if your record is selected for review. Details of the scheme can be viewed online at