Questioning & Information Gathering Techniques for Insurance Professionals - Jeff Heasman

The Consumer Insurance (Disclosure and Representations) Act 2012 emphasises the importance of assessing how clear and specific the questions were when a court is deciding whether or not a consumer took reasonable care not to make a misrepresentation. Furthermore, the Insurance Act 2015 emphasises the need for more robust and proactive information gathering techniques. Indeed, questioning and information gathering techniques are crucial skills to be applied throughout the industry, from proposal forms through to claims investigation and settlement. With an emphasis on plain language, this seminar is a follow up to the highly successful seminar ‘Writing to express and not to impress – plain English for insurance professionals.’ It will be fun and interactive with audience participation.

The main areas of focus are

1) assessment and strategy

2) types of questions

3) methods of questioning

4) understanding questions

5) responding effectively.

Learning Outcomes:

To raise awareness of the importance of questioning techniques in the insurance industry.

To understand the need to properly plan the questioning process and to have a strategy.

To be able to identify the different types of questions, methods that can be used and to be aware of their respective advantages and disadvantages.

To recognise the importance of understanding a question and responding effectively.

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