CSIP – Customer Service for the Insurance Professional

As a customer service representative, your ability to deliver excellent service to your clients is critical to your brokerage’s success. In this four-part program, you will explore every aspect of brokerage operations from a customer service perspective. You will develop the skills required to ensure that your office maintains a consistent, high quality, customer service approach in all market conditions. The Customer Service for the Insurance Professional program is an excellent resource, whether you are new to the insurance brokerage field or a seasoned professional.


Module 1:

The Role of the Insurance Broker

  • Understanding the Broker’s Role
  • Quality Service and its Benefits
  • Client Expectations
  • Effective Communications

Module 2:

Adding Value to your Brokerage

  • Selling Skills
  • Client Negotiation
  • Public Relations
  • Time Management
  • Brokerage Operations

Module 3:

Office procedures and brokerage workflows and their impact on Client Service

  • E&O Liability Exposure
  • Office Efficiency
  • Industry Issues

Module 4:

The Broker and the Law

  • Inadequate Coverage
  • Industry Organization
  • Career Development

All four modules are taught over the course of a 4-month period consisting of a 2 – ½ day webinar sessions for each module. Recommended for individuals who benefit from peer-to-peer interaction and prefer learning in a group environment.


Webinar Discussion Group

Upcoming 2020 Course Schedule

  • Module 1 – January 21 & January 23, 2020
  • Module 2 – February 18 & February 20, 2020
  • Module 3 – March 24 & March 26, 2020
  • Module 4 – May 5 & May 7, 2020

All Workshop Webinar Times: 1:00pm – 4:30pm

Facilitated by: Katrina Hueging, CAIB, CPIB




Webinar Discussion Class

Cost per Module



Self Study

Cost per Module



Other Fees and Information

Module Re-registration fee (current text required)


Fee charged on all returned cheques

(GST included)

Fees include a non-refundable charge of $40.00. Payment nonrefundable once package containing course materials has been opened.

Payment can to made by company, cheque, Visa or Mastercard. We do not accept personal cheques.

While membership in IBAM is not a pre-requisite of this course, membership IS required for the use of the CAIB designation