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Apprenticeship

Insurance professional (level 4)

There are 16 training providers who offer this course. Check if a training provider can deliver this training in the learner's work location.

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Information about Insurance professional (level 4)

Manage complex insurance products and services to provide tailored solutions for clients

Knowledge, skills and behaviours
View knowledge, skills and behaviours

Knowledge

  • The structure of the insurance market, and the products and services available relevant to their role.
  • How changes in the wider insurance market impact their organisation and influence decisions.
  • The principles of customer service and how to apply them to deliver positive relationships for key stakeholders, including the significance and importance of Knowing Your Customer (KYC), Treating Customers Fairly (TCF), and dealing with vulnerable customers.
  • The principles of insurance, and relevant financial services regulation, legislation and codes of practice within the insurance market, and how these apply to their role, such as, FCA guidelines, the Insurance Act, Consumer Insurance (Disclosure and Representations), consumer duty.
  • The implications of non-compliance for the organisation and stakeholders, and escalation routes for non-compliance issues, for example identification of a breach of contract.
  • How changes to regulation and legislation can impact products and services.
  • Techniques to develop and maintain collaborative and positive stakeholder relationships.
  • Influencing techniques, and how to apply them to achieve required aims and outcomes relevant to their role.
  • Principles and policies of equity, diversity, and inclusion, and their impact on the organisation and own stakeholders.
  • The organisation’s aims and objectives, and how these relate to own role and team, and the wider insurance market.
  • The organisational processes and procedures relevant to the technical requirements of their role.
  • The impact of competitor activity on their organisation, for example changes in a competitor’s insurance rates, or innovative new products which could impact account retention.
  • Communication techniques, methods, and strategies, and the importance of adapting communication style to facilitate understanding for financial and non-financial stakeholders, for example, active listening, team communications, conflict management, and diversity and inclusion considerations.
  • How to analyse and present insurance data in different formats, for example reports, presentations, graphical images.
  • The importance of Continuing Professional Development (CPD) to improve own professional practice.
  • Digital tools and techniques relevant to their role, and emerging technology within the wider insurance industry.
  • Current data legislation, cyber security regulations and organisational policies for compliant handling of data and working securely online.
  • Current and developing sustainability principles within insurance products and working practices.

Skills

  • Provide customer service by making informed decisions whilst balancing the needs of stakeholders and the organisation, prioritising fair customer outcomes in all decisions, for example determining a high value insurance payout while balancing business needs with customer retention practices.
  • Investigate, analyse, and resolve technical insurance queries, complaints, and escalated cases and requests relevant to their role.
  • Work within limits of own authority, and escalating issues where appropriate.
  • Communicate with stakeholders using methods appropriate for the intended audience in line with organisational expectations, including verbal, written, digital, and virtual.
  • Interpret and communicate insurance and business information in a way that facilitates understanding for the intended audience, for example finance and non-finance stakeholders.
  • Build and maintain collaborative, professional relationships with internal and external stakeholders.
  • Contribute towards achieving team and organisational objectives.
  • Identify opportunities for continuous improvement and recommend solutions to improve processes.
  • Use influencing techniques to achieve required aims and outcomes relevant to their role.
  • Analyse and interpret information to make recommendations in line with legal, regulatory, process, or policy requirements, and insurance principles.
  • Identify potential non-compliance issues and take action to avoid or mitigate issues in line with financial services regulation, legislation and the insurance principles.
  • Provide technical advice and support for colleagues, for example acting as an escalation point for junior colleagues or providing feedback to ensure compliance and accuracy.
  • Take an evidence-based approach to decision-making and challenge ideas based on evidence, considering the impact on business objectives.
  • Use digital tools and techniques relevant to own role and workplace, for example, AI analytics, modelling, telematics, portals, online placements, products, pricing.
  • Comply with current data legislation, cyber security regulations, and organisational policies, including when managing and storing client data safely and securely.
  • Apply current and developing sustainability principles relevant to insurance products and working practices within their business area.
  • Apply principles and policies of equity, diversity, and inclusion where appropriate.

Behaviours

  • Displays a growth mindset and uses own initiative, learning from failures and spotting opportunities.
  • Demonstrates empathy and fairness, treating others with respect.
  • Works flexibly and adapts to changing circumstances, including overcoming challenges and responding to setbacks.
  • Maintains confidentiality and acts with due care and diligence.
  • Reflects on own practice and seeks learning opportunities for Continuing Professional Development (CPD).
Training category (sector)
Legal, finance and accounting
Training level
4
Equal to higher national certificate (HNC)
Course duration
24 months
Maximum funding
£15,000
Maximum government funding for
apprenticeship training and assessment costs.
Job titles include
  • Insurance broker
  • Insurance claims
  • Insurance clerk
  • Insurance adviser
  • Loss adjuster
  • Underwriter

View more information about Insurance professional (level 4) from Skills England.