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Conduct Matters

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40 years in insurance and 20 years specialising in conduct and customer service. Find out more about me. 

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NEWS: Conduct Matters invest in courses to help small firms learn from COVID-19 pandemic experience

13th May 2020

NEWS: Conduct Matters invest in courses to help small firms learn from COVID-19 pandemic experience

Conduct Matters, has injected immediate additional investment into the development of conduct and customer service e-learning courses this spring. The move is hoped to help small and medium-sized insurance firms stay compliant in turbulent times but also embrace learnings from the pandemic.

The nine courses cover a number of topics from designing products, sales and service to individual conduct and vulnerable customers. Core learning content comes from FCA regulations. Author, Sally Pearce ACII, adds her expertise and relevant working examples to create courses. One of the most relevant and timely working examples used in some of these courses has been the encountered issues or potential issues which have occurred as a result of the pandemic and related challenges.

Sally Pearce ACII, founder of Conduct Matters and course creator has said:

“There has never been a better time to look at and address challenges insurance companies have faced which have cropped up during lockdown. Many insurance firms are still trying to manage very heavy workloads and home working but as things settle in the summer, we will all be looking back and learning from this experience”.

“So many insurance firms have said they need conduct training which is easy to use and works with their budget but more so, training that reflects the current challenges our industry faces now. Fair customer treatment is key and so is investment in staff training. I believe it, the FCA believes it and many firms do too. Good investment in staff knowledge and training means prepared and content staff which makes for happy customers and all this is good for business and the industry as a whole”.

The nine courses have been loaded onto the Conduct Matters hub and can be accessed for as little as £30 per learner (depending on the number of total enrolments from the same organisation). Assessments and certificates to reward learners help to recognise accomplishments and help organisations meet regulations so they don’t encounter issues in the future. 


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