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IMPORTANT! This course has been marked as obsolete, and is no longer available for student enrollments. Any current enrollments can still complete the course.
Per Seat Cost: 30 Points
Material Code: 30076
Handling Insurance Complaints
Course Length: 20 minutes
This 20-minute course explains what insurance-company employees need to do when they receive communications that express customer dissatisfaction. It teaches employees to distinguish between regulatory complaints, non-regulatory complaints, and inquiries or requests for service, and it explains the different procedures for handling each.
Every day, insurance companies receive numerous communications from customers, attorneys, regulators and others by telephone, mail and e-mail. Some of these communications are expressions of customer dissatisfaction. Some may be in the form of inquiries or requests for service, while others are complaints. When a customer or other individual contacts an insurance company to express dissatisfaction, the employees who receive these communications need to be able to distinguish between the different types of communications. Employees must quickly determine which are regulatory or non-regulatory complaints and which are inquiries or requests for service — and they must understand and carry out the proper procedures for handling each type of communication. This 20-minute course explains regulatory complaints, non-regulatory complaints and other expressions of customer dissatisfaction in simple, understandable terms. It discusses what employees need to do when they receive these types of communications. It includes pop quizzes, news clippings and a final quiz highlighting real-world issues that employees should know how to respond to in a way that protects themselves and their companies.
The topics covered in this course include:
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