1. Preparatory Course for Basic Concept Principles / Certificate in Personal Insurance (BCP / PGI)
We provide BCP and PGI training courses to candidates who are interested in getting
themselves certified to advise, market or sell personal general insurance. Candidates could
be staff of insurance companies or insurance agencies or member of the public who are
keen to pursue the qualification. The minimum requirements to advise and sell consumer
lines insurance such as Automobile, Home Contents, Travel, Personal Accident, Maid is a
certificate in BCP and PGI.
Our course is focused on sharing principles, making sure you understand the course
curriculum, thus preparing you for the examination. We will also be dealing with question
answering. Our Course Schedule will be available online soon and we urge interested
applicants to check the schedule and make a booking online.
2. Products and Sales
We will also provide training in products and sales. Due to our combined experiences in
underwriting, sales and marketing, we are able to provide course participants with the
right knowledge and skills required to make a sale. We believe a product can only be sold
correctly if proper sales techniques are observed and proper understanding of the product
absorbed. Our courses are lively, practical, and there will be plenty of cases studies shared.
In some courses, there will be ‘on-the-field’ experience.
After all, it is our mission is to have our participants walk away with practical experience
and meaningful knowledge which empower them to perform their roles or jobs better.
For Product Training, we may work with certain insurance companies to offer customized
courses for their staff or producers. For Sales Training, they are standard courses and the
schedule will be made available online once they are ready.
3. Customer Excellence
Customer Service is one of the most under-rated jobs. They are often associated with
complaints, angry customers, frustrated Customer Service officers and many disgruntled
stories, both sides. People shun Customer Service jobs (if they have a choice), how can
we ever attain Customer Excellence?
Customer Excellence is nothing but an attitude and a pride to serve. It is about holding a
long-term view on a customer enabling your journey to be fun, enriching and rewarding.
And is Customer Excellence an impossible reality?
Our course is focused on delivering real customer service excellence and it is compiled
based on years of research, feedback, experiences on customer needs, complaints,
compliments and expectations. We recognize the importance of certain basic etiquettes
such as answering the phone before the3rd ring, greeting the caller but we are much
more concerned in making you understand what your customer really wants, how you
make their experience different, how you can say ‘no’ and yet win the customer over,
or how you can truly enjoy your job and stay long in the profession.
Participants can find in the course many lighthearted moments, they will be able to
identify with the many nuances shared in the class, laugh about it, work out the matrix
of what it takes for customers to be satisfied, or to avoid potential customer pitfalls.
Participants should walk away feeling rejuvenated and know what it takes to be different
from others in achieving customer excellence.
This is a compulsory course to attend for those who deal with customers or producers on
a very regular basis but often feel frustrated about not doing it right and are not enjoying
the process. Customer service can be fun! Customer Excellence is just an attitude away!
4. Others
We may also conduct training outside the above courses. This is done on a ‘case-by-case’
basis and if you are interested to engage our services, please contact our office for a
discussion.
We have heard ‘outsourcing’ for years where companies farm out their functions to
specialized companies. This could be processing, mailing, accounting, IT, property
management, purchasing functions. Lately, we have seen companies outsource even HR
functions. The intention to use 3rd party vendors stems primarily from a cost and
effectiveness’s perspective. Outsourcing is successfully only if the following broad principle
is achieved:
• For the same thing we do in the past, we now do it cheaper; OR
• For the same price we pay, we can now achieve higher level of customer satisfaction
and better control over the outcome
This is in addition to freeing up management time, employee time in overseeing the functions.
In insurance context, what services do insurance companies outsource? Besides the above
outsourced functions, insurance companies do outsource claims services, training, customer
service, telemarketing and even marketing services. In the longer term, insurance companies
may start to outsource distribution management services so as to focus on the traditional
roles of insurers : Product Development, Underwriting and Claims Management.
For Insurance Companies
1. Training
We encourage insurance companies to outsource their training functions to us. Training is
often conducted by underwriters and if not, marketing staff. The usual disadvantages
associated with such training are:
• Lack of overall vision for individual development and growth
• Lack of content digestion (Trainers whom are underwriters are too technical, Trainers
whom are marketeers are too flippant)
• Lack of continuity in course curriculum (as Trainers pack and go)
• No economies of scales resulting in higher costs
Insurance companies keen to outsource their training functions can look forward to the
following:
• Better quality control
• Meeting their business needs more effectively
• Savings
• Regular results updates, assessment and discussion
• Customised training programme and schedule
2. Agency Management
This is a new area we are developing into. Traditionally, agency management functions
have often resided with insurance companies as a unit within the organization. Due to the
dearth of talent in agency management, agents are not able to fully maximize their growth
potential with the company. People are often misunderstood that agents can manage
themselves or all it takes is to give the agents what they want or arrange for a ‘coffee’
session and they will produce. The truth cannot be further away than that.
Professional agency management calls for the following:
• Instilling discipline
• Setting expectations and goals
• Putting in place performance management measures
• Coaching
• Motivation
• Generating sales efficiencies through effective sales techniques, sales tools
• Conducting regular field work
• Ensuring proper conduct
• Installing effective recognition and rewards system
• Recruiting suitable candidates
• Providing clear sales direction
For companies which do not have the expertise or skill set to manage agents professionally,
they usually suffer from agents’ lack of productivity or motivation. Instead of trying to find the
right people in the market to manage the agents, it is worth considering working with us to
help manage your growing agency force. We can customize programmes to meet your
business requirements. You can choose from a ala-carte menu for items which you can
appoint our company to work on, example : a recognition and reward programme or ways
to handle agent’s conduct issues.
For insurance companies which are serious about developing and growing their agency force,
it is paramount for them to invest in professional agency management which will provide
sustainable long term returns and help them differentiate their agents from others in the
market professionally.
For Agents or Agencies
Agents are often mired up in their own
day-to-day pursuit of sales that they have
very little time to effectively manage their
business for efficiencies.
Often, agents are individuals where they
have to attend to every single details :
getting a quotation, liaising between
insurance companies and customers,
running around performing services for
their customers, on the phone following
on risks, payment, discrepancies or doing
data entry on the policy records, or simply
building rapport with customers.
An agent’s time is most valuable going
after sales and ensuring the customer is
kept happy so that sales could keep
coming and they are able to retain their
customers while pursuing new ones.
An agent whom undertakes all tasks are
not effective as precious time is lost on
pursuing new sales or meeting the
expectations of existing ones.
If you spend more than 30% of your time doing the following, you need to re-think!
• Data Entry / Bookkeeping
• Filing / Scanning / Copying / Mailing
• Follow-up work which are not productive
If you cannot afford the following :
• Latest equipment for efficiency gains
• Back-up services for your data
• Latest technology to communicate and share files with your customers
If you do not takes holidays because of customers or are still receive calls during your holiday, you need to re-think!
• Nobody to attend to your customers when you are away
• New sales leads cannot be followed up when you are away
• Customers are inconvenienced when you are away
• Your holidays are often overshadowed with the need to get to emails and phone
It is high time to consider outsourcing your services! We have the economies of scales and
we know exactly what we can do to take your burden away, so that you can become
focused on what you do to increase your market pie. Remember, the opportunities are
abundant, often the efforts asunder.
We have different packages for different level of service offered. But as a guide, we are
happy to share what we can do in brief. If you are interested in outsourcing your services,
you are advised to contact. Due to capacity and commitment to quality delivery of our
services, we are limited by the number of agents we can take in. Thus, please talk to us
personally on this.
• Email Setup, Administration and Management
► Provides email accounts, hosting, backups, response on behalf
► ‘Out-of-Office’ Assistant
► Data Synchronisation
► Web Hosting
• Call Management
► Call Diverting / Forwarding
► ‘Out-of-Office’ and ‘Vacation’ Call Handling and Response
► Inbound / Outbound Calls
• Storage
► E-Storage of Documents (no more paper all over the place)
► Back-up of documents and information
► File Sharing for Stored Documents with Customers
• Administrative Functions
► Bookkeeping, payment reminder and follow up
► Customer Records Compilation
► Data Entry and Records
► Customer Listing and Policy Follow-up
► Customer Request Handling and Follow-up
► Other back-office support
If you have the following constraints or limitations, see us for a discussion:
• Running out of ideas to grow your business
• Your portfolio is not managed optimally and you have no clue how it could be better
• If your portfolio is not generating the financial returns you want despite your size
• Your customers on average only has less than 1.3 products with you
• You are too busy to cross sell or up sell to your customers
• You do not know how your portfolio could have done better in terms of operating
efficiencies and management
• Your portfolio is too diverse and it pulls in all direction, resulting in you unable to focus
• Your renewal ratio is under 70%
• You need help to grow your business but do not know who to talk to
• High staff turnover
• If you are not using the latest knowledge to improve your sales and operational processes
Efficiency or Image-Related
In addition to the above, we will provide ‘re-shaping’ solutions for ‘corporate agencies’, to
make the workplace more conducive, the corporate image more professional, the processes
more productive.
Company Setup or New Start-up Related
If you are an individual agent and you contemplate setting up your own agency, we will also
advise on the procedures of setting up an agency, the appropriate setup structure, the
requirements, the registration process, the office, the equipment, the budget and the scope of
work needed to be done. If required and for an additional fee, we will also assist in the entire
process of setting up the agency till completion.
One of our key focused areas is to work with selected general insurance agencies to recruit
agents for their operations. Potential or interested candidates will be assessed and enrolled
into our 1 year’s programme where they will be trained and certified to be a General Insurance
agent and attached to the appointed agency.
The 1-year’s course includes and is not limited to the following:
• Training in Certificate in General Insurance (Basic Concept Principles and Personal
General Insurance)
• Registration for CGI Examination
• Product Trainings
• Code of Conduct Training
• Sales Trainings and Field Work
• Progress Monitoring and Follow-up
• Use of Sales Tools
Please note that potential candidates have to pay a course fee of S$1,500 for the programme.
For the full curriculum of the programme, please contact our office directly.
2. Introducers
It is known to have your next sale coming from a friend, a relative or an existing customer’s
referral. Introducers play a major role in our industry and any other industry today in helping
many salespeople keep their business alive and going. A referral is strong and warm versus cold
call and it has proven so successful that many big companies have embarked on ‘Member-get-
Member’, ‘Customer-get-Customer’ type of referral schemes.
Over here, we have corporatized the Introducer Scheme for agents and agencies and offered
a common platform for registration of these introducers and management of the scheme.
Introducers sign an agreement with the agent or agencies, facilitated by us, to be enrolled
into the scheme. Beside the Introducer’s fee which introducers will earn, they will also be
encouraged to increase their productivity with differentiated tiers of rewards. The points
accumulated could also be used to exchange for the latest i-Phone, vouchers or even to offset
against insurance premiums.
For more information about our Introducer Scheme, please register your interest online via the
online form and we will send you the information over email.
Our Introducer’s Scheme is legal and formal and our introducers have to abide by a set of
conditions to ensure that no rules are fouled or regulations are breached.
