Strategies for Delivering Bad News in Insurance

The art of customer service for insurance professionals

How you deliver bad news can make or break client relationships and your reputation. But getting it right doesn’t need to take years of experience – you can learn this essential skill right here, today!

Enroll now and earn insurance CE / CPD credits!


What You Will Learn

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Learn how to exceed expectations and leave a positive impression on every client, even when delivering a tough message.
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Develop techniques that will help you prepare for difficult conversations so you can stay calm and focused under pressure.
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Attract and retain clients, enhance referral networks, and drive business growth by turning challenges into opportunities.
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Understand your customer needs, exceed expectations, and earn long-term trust and loyalty.

Learning Objectives

Upon completing this course you’ll be equipped to:

  1. Articulate the importance of delivering bad news effectively and its impact on customer relationships;
  2. Implement effective communication strategies for conveying bad news with clarity and compassion;
  3. Display best practices for maintaining professionalism and empathy when delivering bad news;
  4. Utilize practical solutions to mitigate the impact of bad news on customers; and
  5. Demonstrate the ability to navigate challenging customer interactions to ensure positive outcomes.

Course Curriculum

  • Course Introduction
  • Course Objectives
  • Course Resources
  • Introduction
  • Gathering Information
  • Gathering Information: Practice Exercise
  • Gathering Information: Practice Exercise Sample Response
  • Predicting the Impact
  • Predicting the Impact: Practice Exercise
  • Predicting the Impact: Practice Exercise Sample Response
  • Anticipating Customer Reactions
  • Anticipating Customer Reactions: Practice Exercise
  • Anticipating Customer Reactions: Practice Exercise Sample Response
  • Introduction
  • Choosing the Right Time and Place
  • Choosing the Best Communication Channel
  • Explain the Situation
  • Express Empathy and Understanding
  • Offer a Sincere Apology
  • Does Saying Sorry Incriminate Me?
  • Discussing Potential Solutions
  • Effective Communication Exercise
  • Effective Communication Sample Response
  • Introduction
  • Immediate Follow Through
  • Continuous Communication with Customers
  • Keeping Customers in the Loop: Practice Exercise
  • Keeping Customers in the Loop: Practice Exercise Sample Response
  • Immediate Feedback Solicitation
  • Gathering Customer Feedback: Practice Exercise
  • Gathering Customer Feedback: Practice Exercise Sample Response
  • Conclusion
  • Course Survey
  • Final Assessment: Strategies for Delivering Bad News in Insurance

About ITC courses

ITC takes pride in delivering high quality, unbiased courses on professional and management liability insurance and related topics. Designed specifically for online delivery, our courses are interactive, include activities and quizzes, use practical illustrations and real-life case studies and deliver knowledge in bite-sized portions so even just 5 minutes is  learning time well spent.

How we build courses

ITC courses are the product of a collaborative approach. We work closely with subject matter experts to build out course content, the ITC design team brings that content to life, and no course is published before undergoing an intense review by an industry panel. Our process also includes post-publication reviews and updates because ITC is committed to delivering quality courses that remain accurate, relevant and up-to-date, long after they are first published. 


Broker, Australia

ITC effectively tackles complex subject matters in a very creative manner. I would highly recommend to anyone looking to broaden their understanding.

Broker, Canada

Great way to enjoy an evolving subject matter. Thank you ITC, enjoyed that!

Manager, SVP, Canada

I’ve been in the insurance industry for over 20 years and this is by far the best educational material I have seen! Great for new and established professionals!

Account Executive/SVP, Canada

ITC Education is the perfect platform for busy insurance professionals to expand their knowledge in bite-size, manageable, easy & informative modules. The subject matter is well researched and presented in an engaging and easy-to-understand format. The modules are set up so that you can zero in on a subset or explore the topic more fully – time permitting. The examples are easily applied to real-life situations.

Broker, EVP, Canada

The coverage explanations are comprehensive and straightforward, coverage comparison tips are very helpful, and the claims examples are readily adaptable to real-life client scenarios.  The visuals are easy to follow and the succinct course modules allowed me to review the modules on my own timeline- or to go back to modules that I wanted to revisit. Plus, as a very welcome bonus, continuing education credits are available in certain jurisdictions!

Marketing Broker, Australia

These are the best online insurance training offerings I’ve seen in terms of content and ease of use.


Check the CE / CPD page on our website to find out which courses qualify for credit in your jurisdiction then register for your chosen course. Once you’ve successfully completed the entire course, including all the quizzes, you will be prompted to register for your digital certificate of completion.

If your jurisdiction is not list on our website, ITC courses may still qualify for CE or CPD credit but it will be your responsibility as a student to verify this with your regulator.

With your course purchase or active subscription, you are able to see all obtained certificates! We encourage you to download your certificates and track your CE or CPD credits for your license renewal.

When you purchase a single course you will receive lifetime access to the course from any device. This includes any future updates to course materials.

We offer a risk-free 30-day money-back guarantee on all our courses. If you are not happy with your ITC course purchase you have up to 30 days from your original date of purchase to contact ITC at [email protected] to request a full refund. All we ask is that you provide us with the reason for your refund request. It is feedback from clients like you that helps us to improve our courses.

When you sign up for an ITC subscription, you’ll immediately have unlimited access to the entire course library and you can cancel at any time. But why would you want to? Having ongoing access to course materials means you can refer back anytime you like, brush up on important concepts, or even retake those sections that you keep forgetting (of course, we’re not saying that you’re forgetful). Plus, the longer you subscribe, the more courses and resources you’ll get because we are continually investing in adding new courses and updating existing ones.

With both subscription options you get immediate access to the entire course library as well as access to all additions and updates for as long as you continue to subscribe. For best value we recommend the annual subscription.

You can cancel your subscription at any time by contacting ITC at [email protected]. Your subscription will auto-renew until then. Before you decide to cancel just remember that we’ve got new courses in the pipeline that may be of interest to you. If you want to know what new courses we’re working on you can email us at [email protected] and ask.

Our risk-free 30-day money-back guarantee also applies to our subscription services. If you’ve purchases a monthly or annual subscription you have 30 days from your original date of purchase to contact ITC at [email protected] to request a full refund. All we ask is that you provide us with the reason for your refund request.

Please note, when a subscription is refunded, your account with ITC will be closed. Completion certificate(s) for any courses you may have already completed during your subscription will no longer be accessible. And we will be sad to see you go.

We ask for an explanation because we value your input and it is feedback from clients like you that helps us improve our courses.

If you request a refund, your account will no longer be valid and your certificate of completion will not be accessible.

Yes, ITC can also provide courses through bespoke corporate programs. To find our more please contact us directly at [email protected].

Strategies for Delivering Bad News in Insurance

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