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Customer Service for the Insurance Professional
Clients base their insurance decisions not just on price and coverage but also on the reputation of the brokerage and the quality of its customer relations.

As a Customer Service Representative (CSR), your direct contact with clients places you in an ideal position to retain clients, build the client base through referrals, and cross-sell additional products and services, according to the needs of your clients.

Course Objectives

Add value to the bottom line of your brokerage with consistently high-quality customer service in all market conditions. Gain confidence and new ideas to not only meet but also exceed your clients' expectations.

Course Description

4 interactive modules that examine all aspects of a brokerage from a customer-service perspective

8.0 CE hours per module for General, Accident & Sickness, and Life licenses

Module One: The Role of the Broker

  • Define client service
  • Develop excellent telephone and communication skills
  • Learn proper business etiquette

Module Two: Adding Value to Your Brokerage

  • Master selling skills
  • Improve communications and negotiations with clients

Module Three: Brokerage Operations

  • Review office procedures
  • Understand the impact of work flows on customer service, errors and omissions, exposures, and efficiency

Module Four: Industry Issues

  • Understand the causes and consequences of errors and omissions from closed claims cases
  • Identify areas of special concern (e.g., fraud, claims)

Who Should Take CSIP?

Newly licensed insurance brokers will find this course an excellence resource.

Seasoned employees will find tremendous value in this course as a team-building exercise done in-house.

Study Options

Self-Study with a Mentor
Work through the program at your own pace with the assistance of a mentor who can provide guidance, usually a manager or owner from your brokerage. This relationship can be as formal or informal as you and your mentor wish. For example, some choose to have weekly study sessions, while other mentors may make themselves available should questions arise.

The end of each module includes a summary and review of the text, including multiple choice and short answer questions.

Your mentor reviews your answers to these questions, verifies your successful completion of the module, and forwards the verification to IBAA for certificate purposes.

The registration form requires you to designate a mentor and his or her contact information so we can ship the mentor materials.

Price per Module—Member $175 / Non-Member $350

Seminar Option

IBAA occasionally offers this course as four seminars. Successful completion is based on attendance at all four seminars.


Upon completion of the first module, you will receive a Certificate of Completion, with a sticker that indicates the module completed, from the Insurance Brokers Association of Canada (IBAC). For each additional module successfully completed, you will receive the applicable sticker.

Questions? Comments? Suggestions? In-House Requests?

Contact us.

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