The Insurance & Financial Services Ombudsman Scheme (IFSO Scheme) and Te Kunenga ki Pūrehuroa Massey University’s Financial Education and Research Centre (Fin-Ed Centre) have marked a significant milestone with their Complaint Response and Management course, achieving 100 enrolments since its inception just under a year ago.
The course, designed to bolster complaint management skills among insurance and financial service providers, has garnered attention for its comprehensive approach, incorporating case studies and resources from the IFSO Scheme.
Dr Pushpa Wood, director of the Fin-Ed Centre, highlighted the diverse appeal of the course, attracting professionals from consumer-facing and managerial positions alike.
“It was a strategic decision for the FinEd Centre to partner with the IFSO Scheme to ensure that as an education institute we are working with the industry sector to meet the needs of its members,” she said.
Among those who completed the course is Grant Sanders, head of claims at Southern Cross Pet Insurance, who praised the course for its relevance and practical insights.
“The material was really relevant to my work, which meant that I found it interesting and motivating. The videos and course materials were full of practical examples and useful tips,” he said.
Similarly, Tania Gilchrist of DecisionMakers in Tauranga, shared how the course equipped her with new techniques, notably improving her confidence in handling complaints.
“I had a complaint since finishing the course and applied the dialogic conversation approach, discovering the underlying reason behind their stress and upset. Thanks to the course techniques, I’m feeling much more confident in what I am doing now,” she said.
Mary Abraham, COO of The New India Assurance Co Ltd, also commended the course for its valuable insights into customer dispute resolution.
“It gave me a lot of insight into customer dispute resolution, which is very important for any insurance company,” she said. “I loved the manner in which the course was designed and presented, and what I enjoyed most were the case studies, which were eye openers.”
Andrew Gunn, strategic partnerships manager at the IFSO Scheme, noted the positive impact of the course on participants’ complaint handling abilities, attributing its popularity to the practical, confidence-boosting content.
“Better complaint skills are getting positive outcomes, not only for the customers, but the staff involved. The video learning in the short course modules are very practical and can be applied straight away in your work,” he said.
The course has attracted professionals from a wide range of financial service sectors, including finance companies, superannuation schemes, travel insurers, financial advice providers, health & life insurers, and general insurers.
Massey University has announced a special offer for the course, available at a leap year price of $490+GST until February 29, 2024, providing an opportune moment for industry professionals to enhance their complaint management skills.
