Global

Insurance claims handling and underwriting decisions

A ready-made course you customise for your organisation, with a live session deck and two surveys. You only add the 11 details that are specific to your organisation.

See the live deckSee the full outline
Try the coursePreview the survey
Length
40 min
Lessons
6 lessons
Frequency
At onboarding for claims and underwriting roles
Last reviewed
21 Oct 2026
Grey areas: accept, refer or decline
What would you do?

A customer mentions a prior loss after a claim starts

Try it: this is one of 20 interactive activities in the course.

What's included

Three pieces that work together

Copy once, get everything. Learners prepare on their own, you answer questions live, and the surveys tell you what stuck.

Self-paced course

Short lessons with real workplace scenarios, not walls of text.

  • 6 lessons, about 40 minutes
  • Tabs, sorting activity, scenario, process and quizzes

Live session deck

An AhaSlides presentation to run after the course, in person or online.

  • 10 slides
  • Quiz, word cloud, poll, scale slides
  • A closing slide for your contacts

Two surveys

Find out what landed, and whether people use it on the job.

  • Post-course feedback, about 2 minutes
  • 30-day check-in
  • Anonymous by default
  • Results feed your next refresher

Learning objectives

At the end of this course, learners can

Each objective and the lesson that covers it.

IDObjectiveSourceWhere it's covered
TO 164.0Achieve ≥ 80% on the final assessmentnoneWhole course
SO 164.1Explain risk selection and underwriting appetite and decide accept, refer or decline within authority + your infoBest practiceWhole course
SO 164.2Apply policy terms on endorsements, cancellation and renewal correctly + your infoExample: insurance-contract and customer-treatment rules in the customer's marketWhole course
SO 164.3Triage a first notice of loss: gather facts, check cover, set priority and next stepsBest practiceWhole course
SO 164.4Describe settlement, subrogation and third-party claims in outline and know when to refer + your infoBest practiceWhole course
SO 164.5Communicate with a customer during a claim clearly, kindly and on time + your infoExample: claims-handling and fair-treatment rules in the customer's marketWhole course

Your part: what a template can't do for you

  • Your workplace details: fill in the 11 highlighted fields so the course describes your own policies, contacts and locations.
  • Records: record completion in your own LMS or record system.

Course outline

6 lessons, about 40 minutes

Minutes per lesson are an estimate, shared out by page count.

ContentInteractiveVideoYou customise
1

Why careful claims and underwriting matter

3 pages

7 min
Before you beginNoteList
A busy morningTextImageChecklist
Two sides of one promiseKey factFlashcardsQuiz
2

Underwriting: appetite and terms

3 pages

7 min
Risk selectionAccordionNote
Terms that change coverTabs
Accept, refer or declineSorting activityMatching quiz
3

Claims: from first notice to settlement

3 pages

7 min
First notice of lossProcessYour info
Put the claim steps in orderSorting activityText
Settlement and recovery in outlineTabsQuiz
4

Grey areas: accept, refer or decline

3 pages

7 min
ScenarioScenario
ScenarioScenarioQuiz
DecideMatching quizSorting activity
5

Communicate, speak up and apply

3 pages

7 min
Talk to the customerTabsNote
Who to tellProcessYour infoYour infoYour info
ScenarioScenarioQuizButtonYour info
6

Final assessment

2 pages

5 min
PracticeQuiz
CompletionKey factListNoteButtonYour info

Live deck and surveys

10 slides to run live, two surveys to close the loop

Pink slides are interactive. Both surveys are anonymous; pink questions are written for this course.

ContentTitle, agenda, "underwriting decides the promise, claims keep it" (speaker notes: template page URL)
Word cloudOne word for a good claims experience
PollWhat is hardest? (Saying no · Delays · Missing documents · Month-end targets)
ContentThe underwriting decision and the claims steps
QuizA risk is outside your authority. You…" (Refer it ✔ · Accept to save time · Decline silently · Ask the customer)
QuizSubrogation is…" (Recovering the cost from a responsible party ✔ · A renewal option · An exclusion · Paying twice)
Content · customiseCustomise: our authority levels and claims procedure" with {{UNDERWRITING_GUIDE_LINK}}, {{CLAIMS_PROCEDURE_LINK}}, {{SPEAK_UP_ROUTE}}
ScaleHow confident are you deciding to accept, refer or decline?" 1 to 5
Open-ended / Q&AA claim or risk I would like to talk through
Content · customiseClosing {{COMPLIANCE_CONTACT}}, {{SURVEY_2_URL}}, {{COURSE_URL}}
Post-course feedback: 11 questions, about 2 min
  1. Overall rating 5 stars
  2. Relevant, realistic, right length, helpful activities agree/disagree grid
  3. What was most useful? multi-select
  4. Confidence before this course, and now 1-5 scale
  5. How confident are you deciding to accept, refer or decline? 1-5 scale
  6. Which change have you tried in your work? multiple choice
  7. What barrier have you met in trying it? short text
  8. I can handle a claim on its merits without fear of blame. 1-5 scale
  9. One thing we should change or add open text
  10. Would you recommend this course? NPS
30-day check-in
  1. Have you used what you learned since the course? multiple choice
  2. How confident are you today? Compare with day 1 1-5 scale
  3. Do you know where to find the underwriting guide and claims procedure? yes / no / not sure
  4. A moment where the training helped, or where you weren't sure open text
  5. Which topics should the next refresher focus on? ranking

Results show whether people use the training on the job, not just whether they finished it.

Make it yours

11 fields to fill in, and you're ready

Everything else is done. These are the details only your organisation knows; each one is highlighted inside the course.

  • Compliance contact{{COMPLIANCE_CONTACT}}
  • Policy link{{POLICY_LINK}}
  • Speak up route{{SPEAK_UP_ROUTE}}
  • Jurisdiction and regulator{{JURISDICTION_AND_REGULATOR}}
  • LMS or record system{{LMS_OR_RECORD_SYSTEM}}
  • Underwriting guide link{{UNDERWRITING_GUIDE_LINK}}
Show all 11 fields
  • Claims procedure link{{CLAIMS_PROCEDURE_LINK}}
  • Survey 1 URL{{SURVEY_1_URL}}
  • Survey 2 URL{{SURVEY_2_URL}}
  • Course URL{{COURSE_URL}}
  • Live session URL{{LIVE_SESSION_URL}}

FAQ

Common questions

Can I run insurance claims handling and underwriting decisions training online?

Yes. The course is self-paced and online, and the live deck lets you add a live session in the room or online.

How often is this training needed?

At onboarding for claims and underwriting roles, and yearly or when appetite or rules change.

Who needs this training?

Claims handlers, underwriters, underwriting assistants and broker service teams; run by the learning or compliance owner.

What records should I keep?

Record completion in your own LMS or record system, so you can show who finished the course and when.

Can I edit the content?

Yes, everything. Change the wording, swap scenarios for ones from your workplace, add your logo, or remove parts that don't apply.

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Ready to run it?

Open the live deck to see how the session runs alongside the course and both surveys.

See the live deck