Restoring Trust in Insurance by Improving Customer Service

Thursday, 26 May 2022
1:00 pm – 2:00 pm (UK time)

We welcome all members & guests to attend this online lunchtime session hosted by Bernard Thornton.

With almost 50 years of insurance experience to draw on, Bernard looks at how businesses and individuals can distinguish themselves from the standard perceptions, using time-honoured principles of customer service and applying them to the modern-day technical world of insurance.


At a time when the public image of insurance has never been in a more intensive spotlight, this webinar looks at the joint issues of customer service and trust – inextricably linked and vital to the future prosperity of the insurance sector.

Poor service is guaranteed to alienate customers at the best of times and recent events in the insurance world have led many to question the fundamental trust between insurers and their customers.

We will examine how customer service can be improved by both businesses and individuals, and look at the vital role service has to play in restoring the trust that is so important to all business relationships.

Case studies and examples are included to bring the principles to life.

Learning Objectives

At the end of this presentation, the delegate will:-

  • Have a better understanding of the principles of customer service
  • Be able to transfer these principles into real life events
  • Understand better the mindset of customers and what really matters to them
  • Look at recent major events and how they have affected trust
  • Take away specific action points for use in the working environment

About the speaker:

Bernard Thornton spent much of his career in the company market, culminating in the role of North East Regional Manager for a major insurer. He then set up a Motor Claims Management business from scratch, before merging it into Active Claims Solutions, where he was Sales Director until retirement in March 2019.

Over a lengthy career he has worked in Motor Claims for both defendant and claimant, with specialisation in personal injury, credit hire and legal expenses. Seeking to disseminate his wide knowledge of these subjects and to put something back into the insurance business, he delivers lectures and training sessions to insurance businesses and local Insurance Institutes.

Bernard has served as President of the Insurance Institute of Leeds on 2 occasions, was a member of the CII’s Representative Council and maintains an active membership of Leeds Institute as Vice President and Dinner Secretary.

His recent retirement allows Bernard more opportunities to enjoy his many sporting interests and a family which now includes 3 grandchildren. He enjoys walking, is a cricket umpire and a commentator for Leeds Hospital Radio Sport.


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