WEBINAR: Communicating with Customers in Difficult and Uncertain Times

Thursday, 04 June 2020
2:00 pm – 3:00 pm (UK time)
    • Jeff Heasman

A link to access this webinar will be included in your booking confirmation email.

The spread of COVID-19 has created difficult and uncertain times for customers and the insurance industry. Customer anxiety is heightened. The industry is under pressure. There are conflicting news stories about what insurance will or will not cover. Never has communication to customers been more important. Communicating in such difficult and uncertain times requires skill in what to say but also what not to say. Skill in how to deliver the message or how not to deliver the message. This webinar will provide a strategy on how to communicate with customers in the current climate in a way that will reduce anxiety, provide clarity and keep the customer onboard.

Learning Objectives

By the end of the session, participants will be able to:

  • identify how to communicate with customers at times of difficulty and uncertainty.
  • describe the language and communication methods most suitable for your customers.
  • implement a strategy to communicate in a way that provides clarity and reassurance to customers in a way that keeps them onboard.

Speaker Biography


Jeff Heasman, Jeff Heasman Training and Consulting

Jeff Heasman is a leading international trainer with many years of experience working within the legal and insurance industries as a litigation executive and senior liability adjuster.

In addition to having handled litigation up to the Court of Appeal in London and dealt with insurance claims arising from many worldwide jurisdictions, Jeff has extensive experience of providing training to lawyers, insurance professionals and English language teachers across the world.

Jeff has been Dean of the Faculty of Law at Cavendish University Zambia (CUZ) in Africa, where he was also a lecturer in the law of torts. He has also been a tutor in Legal and Academic English at Swansea University and has delivered courses in Business English to MBA students and company directors at a private university in Spain.

Jeff has delivered many public lectures on subjects such as the law of torts and plain language and has provided training in insurance law and practice to some of the world's largest and most prestigious organisations, as well as regularly providing seminars for the Chartered Insurance Institute in the UK. He is currently working with organisations to promote plain English in the insurance industry and has experience of editing insurance policies.

Jeff regularly writes blogs for different organisations and articles on skills and communication, including for the global industry newspaper, The Lawyer. He has taken part in media debates on the insurance industry in the UK and has also appeared on national television and radio in various countries, primarily talking about the communication skills of law students and lawyers.

Slides available to download below for those dialling in via phone.

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 www.cii.co.uk/cpd.