Restoring Trust In Insurance By Improving Customer Service

Thursday, 14 September 2023
11:00 am – 12:00 pm (UK time)
    • Bernard Thornton FCII

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.

With almost 50 years of insurance experience to draw on, Bernard Thornton 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.

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

The webinar will be of value to anyone with an interest in improving the profile of the insurance business and especially those in customer-facing roles.

Learning Objectives

At the end of this presentation, the delegate will:

1. Have a better understanding of the principles of customer service

2. Be able to transfer these principles into real life events

3. Look at recent major events and how they have affected trust

4. Understand better the mindset of customers and what really matters to them

5. Take away specific action points for use in the working environment

Please note: This event is a regional collaboration between the local institutes in the area. Your booking details will be shared with the Insurance Institute of Halifax and Bradford, which is acting as the host institute for this event.

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