The document provides information about training courses and workshops offered by Create Solutions Ltd for the general insurance industry. It introduces the company and key team members. A variety of one-day courses and half-day workshops are described that cover topics such as insurance fundamentals, commercial policies, claims handling, supervision, sales skills, and compliance. The training is tailored to individual client needs and aims to be interactive, practical and help delegates improve their skills and knowledge.
1. Training Courses
and
Specialist Workshops
for the General Insurance
Industry
2010
Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
“The Specialist Training and Compliance Company for the General insurance Industry”
2. Who We Are
Create Solutions Ltd was formed in 2002 to help prepare General Insurance
Brokers for FSA regulation and to help them train their staff. Since then we
have helped hundreds of firms apply for authorisation, set up systems and
procedures, prepare for FSA visits, monitor their compliance and help them
stay on track.
We provide a bespoke service to a wide range of clients and tailor our
support to each client, ensuring a professional service which is specifically
designed to support each client’s individual requirements
We are the Specialist Compliance and Training Company for the General
insurance Industry. Our office is based in the Manchester area and work
throughout the UK, supported by a nationwide network of professionally
qualified trainers and experts providing consultancy, regulatory support and
also training.
We are members of the Association of Professional Compliance Consultants,
and the Directors are council members of the Insurance Institute of
Manchester.
The key members of our team:
Mike Cranny FCII
Karen Cartridge Dip CII
Malcolm Williams FCII
Roy Rodger FCII
Tracy Norton BA (Hons)
Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
“The Specialist Training and Compliance Company for the General insurance Industry”
3. What you should know about our
courses:
• We have straight-talking tutors – ones that you can
understand and relate to.
• All of our tutors have specialist knowledge in their subject
areas.
• Our courses are memorable as well as being informative. We
like to make them participative (after all, 90% of what we
remember is influenced by what we say and do).
• Our courses are stimulating and fun (Yes! Learning about
insurance can be fun!)
• Our courses range for the basic level to advanced technical.
• We do not offer standard ‘off the shelf’ training courses that
many companies provide – ours are different. We recognise
that all companies are different and that each company has
different needs.
• We work with our clients to thoroughly understand their needs
and to deliver exactly what is required, enabling your business
to get the best return on your investment.
• We always discuss your objectives and requirements with you
before finalising any training programmes and we are happy
to tailor any of our courses to suit your needs.
• BUT most of all, our courses are CREATIVE. They are
created and designed to deliver quality training material in an
enjoyable format. After attending one of our courses, you will
be hungry for more... We promise!
Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
“The Specialist Training and Compliance Company for the General insurance Industry”
4. Why work with us?
We have professional, long-term relationships with our existing clients and
have always provided unique and creative bespoke solutions to their
compliance and training requirements.
The team at Create Solutions have a combined experience of over 100
years in the Insurance Industry. Karen is currently Deputy President of the
Manchester Insurance Institute. Mike is currently a Council Member at the
CII and is a past President of the Manchester Insurance Institute.
Our view is that no two clients have the same requirements when it comes
to compliance and training and so we always tailor our services to meet
their individual requirements.
What we suggest:
We wouldn’t expect you to consider dealing with us without first meeting us.
We would also like to meet you and obviously any meeting is at no cost to
you and without obligation.
We would then be in a position to give you a firm quote for a bespoke
training package which fully takes into account the needs and requirements
of your company.
How we differ from other General Insurance
Training Companies:
Everything we do is bespoke and the Directors are very involved in the
business. All of our staff have an insurance background – even the part time
staff – and all of our consultants are professionally qualified.
We are considered expert even by our competitors and can supply
references from clients on request.
Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
“The Specialist Training and Compliance Company for the General insurance Industry”
5. Pick ‘n’
Mix!
The modular format of our training proposition is designed to allow you to
pick and choose the modules relevant to your business in order to put
together a training programme which suits your particular requirements.
Courses and workshops can be purchased on an individual basis - or
combined to produce a full structured in-house training programme.
Modules can be swapped and changed to suit your needs and additional
modules can be added. All existing modules can be amended to include
specific topics that you wish to cover or the content can be tailored to suit
your business needs.
We work with a number of professional trainers with specialist knowledge
in various subject areas, allowing us to create and run bespoke training
programmes for those of our clients who require training and/or
workshops in subjects which are not covered in this portfolio.
As our training is charged out on a daily rate, we try to combine two short
courses into one day, where possible, to minimise the cost to you.
Obviously this depends on the complexity of the subject and your
requirements.
If you do not see what you require here in this portfolio, please contact
us. We can deliver any general Insurance technical training course – at
any level – in any format you require.
For further information or if you have any questions, please contact the
office on 0161 870 6637 or by email: tracy@createsolutions.co.uk
Methods used: Interactive sessions using discussions, case studies and
practice sessions
Numbers: Up to 12 delegates per session (usually)
Cost: In-house training is charged at a daily rate of between
£850 and £1200 (plus Vat) per day depending on the
number of delegates and course content/design and
research required.
Individual delegate costs will be shown on the open
course advertisements.
Course contact Tracy@createsolutions.co.uk Office Tel 0161 870 6637
Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
“The Specialist Training and Compliance Company for the General insurance Industry”
6. Modular Training Program
One Day Courses
•“All you need to know about Insurance in a day – Entry Level”
•“All you need to know about Insurance in a day – Intermediate Level”
•“All you need to know about Supervision in a day”
•“Selling made effective – Winning and Keeping business”
•“All you need to know about Risk Survey Skills in a day”
•“All you need to know about Compliant Sales in a day”
•“All you need to know about Fleet and Commercial Vehicle Insurance in a day”
•“All you need to know about Motor Insurance in a day”
Half-Day Workshops
•“All you need to know about Communication and Motivation”
•“All you need to know about Negotiating and Influencing”
•“All you need to know about Coaching and Training your staff”
•“All you need to know about Conducting Performance Reviews/Appraisals”
Specialist Half-Day Compliance Workshops
•“All you need to know about General Insurance Regulation”
•“All you need to know about Monitoring your Compliance”
•“Dealing with the top five Compliance risks your business faces”
•“Learning the lessons from Enforcement”
•“All you need to know about Financial Management”
•“All you need to know about Corporate Governance and Planning”
•“All you need to know about Treating Customers Fairly (TCF)”
•“All you need to know about dealing with Conflicts of Interest”
•“All you need to know about Handling Client Money”
•“All you need to know about Training and Competency requirements”
•“All you need to know about Handling Complaints”
Course contact Tracy@createsolutions.co.uk Office Tel 0161 870 6637
Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
“The Specialist Training and Compliance Company for the General insurance Industry”
7. One Day
Training Courses
Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
“The Specialist Training and Compliance Company for the General insurance Industry”
8. “All you need to know about Insurance in a day”
A One Day Introductory Course
Aim of this course
This course has been specially designed as an entry-level introductory course for new
recruits into the Insurance Industry, or for those who simply have never had any formal
insurance training.
It is an interactive course, packed with plenty of practical case studies and team
exercises and can easily be integrated into an Induction Programme for new staff. We
like to simplify the complex and introduce insurance in a fun and exciting way. It is ideal
for those who have had no formal training in this area or are new to the role. It may also
act as a refresher course and help delegates build on their existing skills and knowledge
plus this course helps compliment any in house training provided.
The course outline is detailed below however we can tailor to meet the company and
delegates objectives. Please discuss with us beforehand.
The main topics covered during the day:
• What is Insurance?
• How, When, Where it came from?
• What is Risk?
• What is Underwriting?
• The Principles of Insurance
• Common types of Insurance
• Market organisations
• The Regulation of Insurance
• Claims and Fraud
• The Insurance game
• What they don't tell you in the text books!
Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
“The Specialist Training and Compliance Company for the General insurance Industry”
9. “All you need to know about Insurance in a Day - Part 2”
With a focus on Commercial & Household Insurance
(including Claims Handling)
A One Day Intermediate Level Course
Aim of this course
This course has been specially designed for those who are involved in handling
Household and /or Commercial Insurance in an underwriting, broking or claims
capacity. It is ideal for those who have attended our Introductory course “All You Need
to Know about Insurance in a day” and who want to now take their knowledge and
understanding to the next level.
This course is an interactive and fun learning day and covers a lot of ground in one
day. It looks at types of insurance cover in more detail and explains the terminology,
broking, underwriting and claims processes surrounding Commercial and Household
Policies. It is ideal for those who have had some basic level training or experience in
this area. The course is designed to help delegates build on their existing skills and
knowledge and will compliment any in house training provided.
Delegates will gain a better understanding of the role of the parties involved and it will
examine common claims issues and the problems that can arise and how to deal with
them. During the day we look at the policy format structure and content of commercial
and household policies.
The course outline is detailed below however we can tailor to meet the company and
delegates objectives. Please discuss with us beforehand.
The main topics covered during the day:
• Property Insurance - Household/Commercial/Liability - an overview.
• The Underwriting Process – what happens? How the underwriter calculates risk and
exposure, apply terms and calculates the premium
• The structure and main features and cover of a household policy (Building and
contents) and a Commercial Combined Policy (Including Liability and Business
Interruption)
• The Principles relating the Claims Handling – Indemnity, Utmost Good Faith,
Subrogation, Contribution and Proximate Cause
• The roles of parties involved in the claims handling process
• A look at the most common claims including storm, fire, theft, subsidence, flood,
burst pipes, alternative accommodation and how they are dealt with
• How claims are settled
• Looking after customers expectations (Treating Customers Fairly)
• Handling Complaints
• Insurance Regulation
Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
“The Specialist Training and Compliance Company for the General insurance Industry”
10. “All you need to know about Supervision in a Day”
A One Day Introductory Course
Aim of this course
This introductory course has been specially designed for businesses regulated by the
FSA, to help supervisors and team leaders improve their effectiveness, their confidence
and to help you run a more efficient business.
This is a foundation module which is crucial to getting the best from the four specialist
workshops. It is an interactive format and puts the spotlight on the leadership role your
supervisors and team leaders have. How do they measure up? Are they really doing
the job you want them to do – are they as effective as they need to be, or could we help
them do better?
The course also covers what the FSA are looking for to prove your firms has an
effective supervision strategy. How staff are supervised is one of the FSA’s hot topics
at present.
Delegates will learn new skills as well as refresh existing skills, consider best practice,
and learn how to put all this theory to good practical use.
The course outline is detailed below however we can tailor to meet the company and
delegates objectives. Please discuss with us beforehand.
The main topics covered during the day:
• What the FSA expect from Supervision
• FSA Training and Competence Requirements
• What makes a good supervisor?
• The problems arising from poor supervision
• Running a tight ship – eyes in the back of your head?
• Handling Complaints and dealing with ‘difficult’ people
• Conducting Appraisals/Performance Reviews
• Motivating your staff
• Coaching/ Training your staff – tips and techniques
• Communication–verbal/body language /meetings/presentations
• Getting the best out of your team
Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
“The Specialist Training and Compliance Company for the General insurance Industry”
11. “Selling made Effective”
Winning and Keeping Business
A One Day Introductory Course
Aim of this course
This course has been specially designed as an entry-level introductory course for
new recruits into the Insurance Industry, or for those who simply have never had any
formal sales training. It is equally beneficial to experienced sales professionals who
feel they would benefit from updating and refreshing their existing sales techniques.
We will examine the skills required to successfully win business, looking at various
selling techniques and the vital importance of positive attitude and good
communication skills in the sales process.
We look at the principles of marketing and the main differences between marketing
and sales. We will also look at why people buy and how to understand the differences
between features and benefits. Finally, we look at the skills and techniques required
to establish and maintain positive and long-lasting client relationships.
This is an interactive course, designed for maximum delegate participation to assist
with the learning process. It is a fun and practical way to explore, improve and
practise the skills covered and should make an immediate impact on the delegate’s
day-to-day activities.
The course outline is detailed below however we can tailor to meet the company and
delegates objectives. Please discuss with us beforehand.
The main topics covered during the day:
•Motivation
•Marketing
•The Buying Experience
•Communication
•Influencing styles
•Sales Interview
•Review
•Quality Relationships
Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
“The Specialist Training and Compliance Company for the General insurance Industry”
12. “All you need to know about Risk Survey Skills”
A One Day Intermediate Course
Aim of this course
This interactive course has been specially designed for those who are involved in
conducting risk surveys, and those that are non-surveyors but need to have the
Knowledge, Skills and Understanding of assessing and managing risks.
It is ideal for those who have some experience in handling Commercial Insurance
(including brokers/account handlers, underwriters and claim handlers). Delegates
will learn new skills as well as refresh existing skills. The course will help them
examine best practice, and learn how to put the theory into good practical use.
They will gain a better overall understanding of the important role the surveyor
plays in the underwriting and decision making processes.
The course outline is detailed below however we can tailor to meet the company
and delegates objectives. Please discuss with us beforehand.
The main topics covered during the day:
•What is the purpose and role of a Risk Survey
•The benefits of a Risk Survey – to the Client, Broker and Insurer
•The main features of a Risk Survey
•Assessing the Risk – the Skills required by a Surveyor
•The main features – The Property, Security, Liability, Business interruption
•Specific features relating to Motor Fleet and Haulage risks
•The Survey - How the Underwriter uses it to calculate risk and exposure, apply
terms and calculate the premium
•Managing the Risk –The Risk Management process
•The options - a requirement or a recommendation
•Improving the Risk and Keeping Control
•What can go wrong and a look at some possible consequences?
•Business Continuity Planning– What, Why and How?
•Risk Presentations – what to do what not to do!
•Review
Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
“The Specialist Training and Compliance Company for the General insurance Industry”
13. “All you need to know about Compliant Sales”
A One Day Intermediate Course
Aim of this course
This interactive course has been specially designed for those who are involved in
the sale of General Insurance products, whether over the telephone or in a face-to-
face capacity.
It is a practical and hands-on course, ideal for those with little or no experience in
selling General Insurance products. The course is equally suitable for experienced
sales and call centre staff to ensure they are fully aware of the regulatory
requirements with regard to the sales process and that they are compliant with the
regulatory requirements in their daily interactions with clients.
The course will provide an overview of how to conduct a compliant sale and help
increase delegates’ awareness of the risks of mis-selling and its consequences.
We will explore what is regarded as best practice and what is essential from a
regulatory perspective, to ensure customers are treated fairly and to avoid the
pitfalls of mis-selling.
The course outline is detailed below however we can tailor to meet the company
and delegates objectives. Please discuss with us beforehand.
The main topics covered during the day:
•Making a Safe sale – what the FSA expect
•The Insurance Conduct of Business Rules – What they are and how they affect
you
•New Business Sales, Mid Terms Adjustments and Renewal processes
•The differences between sales to Retail and Commercial customers
•Different methods of selling, e.g. telephone, face-to-face, internet etc
•What is and isn’t advice and the risks of giving advice
•How to make non-advised sales
•The Sales script
•The Importance of Policy summaries
•Understanding Demands and Needs Statements
•The sale of add-ons - understanding the requirements
•The Sales process v Treating Customers Fairly
•The pitfalls and lessons learned from FSA fines imposed on firms for mis-selling.
Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
“The Specialist Training and Compliance Company for the General insurance Industry”
14. “Fleet and Commercial Vehicle Insurance”
A One Day Workshop for Case Handlers
Aim of this course
This hands-on workshop is interactive and practical. It includes case studies,
examples, presentations and Questions & Answers.
The aim of the workshop is to give delegates an in depth understanding of how the
Commercial vehicle and Fleet market operates and how underwriters assess and
calculate premiums for the different types of risk.
Ideal for brokers, account executives, those dealing with commercial vehicle or
fleet business/Insurance, this workshop is also very useful for underwriters and/or
anyone working in this market who needs a practical update of their skills and
knowledge in this important market.
The course outline is detailed below however we can tailor to meet the company
and delegates objectives. Please discuss with us beforehand.
The main topics covered during the day:
•Looking at Commercial Vehicle and Fleet Risks through the Underwriters’ eyes
•Understanding how the underwriters arrive at a premium
•Assessing the clients’ insurance requirements
•Types of Fleet/CV cover and rating
•Common rating factors
•The Market
•Understanding claims experience, Run Off and IBNR
•Fleet Management
•Trailers, containers, Special Types
•Agricultural and Forest vehicle
•Tool of Trade use
•Contractual Liability
•Loading/Unloading and Tipping
•Legislation
•Presenting the risk to the Insurer
•Negotiating Terms – Broker v Insurer
Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
“The Specialist Training and Compliance Company for the General insurance Industry”
15. “All you need to know about Motor Vehicle
Insurance in a day”
A One Day Workshop
Aim of this course
This hands-on workshop is interactive, practical and fun. It includes case studies,
examples, presentations and Questions & Answers.
The aim of the workshop is to give delegates an introduction to Motor Vehicle
Insurance. We look at the part motor insurance plays in everyday life, as well as
how the motor insurance market operates. We examine example policy cover
documents, scrutinise the terms and conditions and take a good look at the claims
process, including claims handling companies, credit hire organisations, the Motor
Insurance Bureau and the Motor Insurance Database.
We touch on GAP Insurance and briefly look at the types of excess cover and the
associated add-on policies (such as legal expenses and breakdown cover) and the
potential pitfalls of mis-selling these products.
Ideal for new-starters, this introductory course is suitable for brokers, underwriters,
claims-handling staff, customer service personnel, account executives and
administrative staff.
The course outline is detailed below however we can tailor to meet the company
and delegates objectives. Please discuss with us beforehand.
The main topics covered during the day:
•The Motor Insurance Market
•The law relating to motor insurance – cover notes and certificates
•Typical Policy structure and cover including Conditions, Exclusions, Warranties
•How claims are dealt with, including third parties and injuries
•MIB / MID /CUE
•Sales Methods and Underwriting
•The Ombudsman and Complaints
Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
“The Specialist Training and Compliance Company for the General insurance Industry”
16. Half-Day
Workshops
Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
“The Specialist Training and Compliance Company for the General insurance Industry”
17. “All you need to know about Communication and
Motivation”
A Half-Day Workshop
Aim of this course
This course will provide an overview of staff motivation and why it is so important. We
will look at the value of having a motivated team and how motivation can be improved.
The course will also look at why good communication is so important; what constitutes
effective communication and how to improve all types of communication within the
work-place and in general day-to-day life.
We also take a brief look at assertiveness, confidence and influencing skills.
The course outline is detailed below however we can tailor to meet the company and
delegates objectives. Please discuss with us beforehand.
The main topics covered during the day:
•What motivates you and others?
•Signs of motivation and de-motivation
•Value of motivation to the team/individual and to the company
•Tips for improving motivation
•Why good communication is important
•Methods of communication (verbal/non-verbal/written)
•Body language
•Active listening
•Open and closed questions
•Barriers to listening
•The power of silence
•Dealing with difficult people
•Assertiveness
Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
“The Specialist Training and Compliance Company for the General insurance Industry”
18. “All you need to know about Negotiating and
Influencing”
A Half-Day Workshop
Aim of this course
This course will explain and demonstrate what is meant by negotiation. We will
describe and examine the stages of the negotiation process, uncovering the tactics
and behaviours used during a negotiations.
We will also look at why it is beneficial to be able to successfully influence others and
what it means to influence others. We will examine the importance of effective
communication and look at the difference between assertive and aggressive
behaviour . Practical sessions will help to formulate strategies for dealing with difficult
people both at work and in your personal life.
The course outline is detailed below however we can tailor to meet the company and
delegates objectives. Please discuss with us beforehand.
The main topics covered during the day:
•What is negotiation and why is it important?
•Planning and preparing for negotiations
•How to structure negotiations
•Negotiating styles and tactics
•Achieving a win-win outcome
•How to close your negotiations
•The benefits of being able to influence others
•The difference between assertive and aggressive behaviour
•The importance of good communication
•Creating the right first impression
•Strategies for dealing with difficult people
Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
“The Specialist Training and Compliance Company for the General insurance Industry”
19. “All you need to know about Coaching and Training
your staff”
A Half-Day Workshop
Aim of this course
This course will provide an overview of staff motivation and why it is so important.
We will look at the value of having a motivated team and how motivation can be
improved.
The course will also look at why good communication is so important; what
constitutes effective communication and how to improve all types of communication
within the work-place and in general day-to-day life.
We also take a brief look at assertiveness, confidence and influencing skills.
The course outline is detailed below however we can tailor to meet the company
and delegates objectives. Please discuss with us beforehand.
The main topics covered during the day:
•The difference between coaching and training
•Skills required to be a good coach
•When to coach
•Learning styles
•Personality profiles
•Barriers to learning and how to overcome them
•Getting people back on track following poor performance
•Dealing with difficult staff members
•Skills required to train your staff
•Preparation of a training plan
•Delivering training – one-to-one or for the whole team
•Recording and evaluating training
Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
“The Specialist Training and Compliance Company for the General insurance Industry”
20. “All you need to know about conducting
Performance Reviews/Appraisals”
A Half-Day Workshop
Aim of this course
This course will look at what constitutes a performance review and why reviews are
important.
We will examine the skills required to conduct a successful review and how to
prepare for and structure the review itself.
We look at various tips and techniques for giving feedback and praise as well as
strategies to help with the uncomfortable task of handling difficult people and
situations. It is vital to fully understand the requirement for good communication in
this context.
The course outline is detailed below however we can tailor to meet the company and
delegates objectives. Please discuss with us beforehand.
The main topics covered during the day:
•What is a performance review?
•Skills required to conduct a successful review
•Preparing for the review
•Performance review structure
•Do’s and Don’ts
•Handling difficult people
•Handling difficult situations
•Getting S.M.A.R.T
•Giving feedback and praise
•Communication skills
•Tips and techniques
Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
“The Specialist Training and Compliance Company for the General insurance Industry”
21. Specialist
Half-Day
Compliance
Workshops
Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
“The Specialist Training and Compliance Company for the General insurance Industry”
22. “All you need to know about General Insurance
Regulation”
A Specialist Half-Day Workshop
Aim of this course
This introductory workshop is ideal for new starters in the General Insurance
Industry. It will help delegates to understand how the FSA regulates the general
insurance Industry and what this means for them.
We look briefly at the main areas of regulation, how this is policed and enforced
and we also look what action the FSA can take if and when things go wrong.
Delegates will gain a good overall understanding of the regulatory processes and
the importance of understanding and adhering to the rules within the business.
The course outline is detailed below however we can tailor to meet the company
and delegates objectives. Please discuss with us beforehand.
The main topics covered during the day:
•About the FSA and how the industry is regulated at present
•The future of regulation including the Consumers Protection and Markets Authority
•The main areas and responsibilities of a firm and what this means for you
•How do the FSA know what you are doing?
•Training and Competency – what the FSA expects to see
•Handling Complaints
•TCF – how and why it applies and what the FSA would expect to see?
•Conflicts of interest – what are they?
•Data Protection
•Financial Crime
•FSA Fines – what can go wrong
Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
“The Specialist Training and Compliance Company for the General insurance Industry”
23. “All you need to know about Compliance”
A Specialist Half-Day Workshop
Aim of this course
This workshop has been designed for compliance officers, supervisors, managers,
approved persons and senior managers or directors. We look at the importance of
the role of the Compliance Officer / Department within a regulated firm and cover
the basics of compliance, how to monitor it and why it is so important to get it right.
The workshop will help improve the understanding and skill of those dealing with
regulatory compliance and will also look at some practical examples of compliance
problems and how to solve them.
The course outline is detailed below however we can tailor to meet the company
and delegates objectives. Please discuss with us beforehand.
The main topics covered during the day:
•Regulation – a look at how regulated at present and what’s to come in the future?
•The future – Financial Education Body/ Prudential regulation/Financial Crime
•The future – Consumer Protection and Markets Authority .
•What does a compliant business look like?
•Compliance Documentation – IDD/TOBA/Policy Summaries
•Sub-broking agreements including Risk Transfer
•Compliance Planning
•Compliance Monitoring
•Management Information
•Breaches and reporting
•Keeping records
•FSA Arrow Visits – what to expect
Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
“The Specialist Training and Compliance Company for the General insurance Industry”
24. “Learning the Lessons from Enforcement”
A Specialist Half-Day Workshop
Aim of this course
Knowing what the FSA is up to is not easy. Since 2004 the amounts of fines fell
every year - as did the number of enforcement actions. Following the departure of
John Tiner and the collapse of Northern Rock everything went into reverse. By the
end 2008 the FSA had given up its attempts to persuade, and TCF became an
enforcement issue. Since then, the FSA have decided to get even tougher – and
not just with the Banks
The objective of this course is to show the reasons why the fines and banning
orders were imposed and what the common breaches were. It will also enable
companies to make a proper assessment of their regulatory risk.
In particular we will warn you what is currently on the FSA’s radar, and how to
protect yourself if they knock on your door.
This interactive course has been specially designed for those in a managerial or
supervisory position as well as those involved in dealing with regulatory paperwork
on a day-to-day basis.
The course outline is detailed below however we can tailor to meet the company
and delegates objectives. Please discuss with us beforehand.
The main topics covered during the day:
•What is happening at the FSA
•What the future holds – how the industry will be regulated in the future
•The Consumer Protection and Markets Authority
•The serious mistakes some companies have made
•How the FSA enforces its rules
•The most serious breaches
•The most frequent breaches
•How breaches were discovered
•Understanding Regulatory Risk
•Reporting Breaches
•Enforcement action
•The lessons we can learn
Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
“The Specialist Training and Compliance Company for the General insurance Industry”
25. “All you need to know about Corporate
Governance and Planning”
A Specialist Half-Day Workshop
Aim of this course
This workshop has been designed for supervisors, managers, approved persons
and senior managers or directors. It will help delegates to understand the firm’s
responsibilities under the regulatory system and how business owners and
approved persons are personally responsible for making sure their business is
compliant.
Gaining a thorough overview of the important areas of regulation that need
overseeing will help delegates manage more confidently in their day-to-day
dealings with the FSA and their staff.
The course outline is detailed below however we can tailor to meet the company
and delegates objectives. Please discuss with us beforehand.
The main topics covered during the day:
•The Regulatory System and Your Responsibilities
•Systems and Controls
•Financial Management
•Treating Customers Fairly (TCF)
•Sales – Commercial and Retail
•Claims Handling
•Training & Competency and Supervision
•Complaints Handling
•Regulatory Reporting
•Managing Business partners
•Financial Crime
•What this means for Directors and Approved Persons
Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
“The Specialist Training and Compliance Company for the General insurance Industry”
26. “Treating Customers Fairly (TCF)”
A Specialist Half-Day Workshop
Aim of this course
This workshop has been specially designed to help delegates understand the
FSA’s approach to Treating Customers Fairly and how this applies to their
business.
Ideal for senior managers, directors, brokers, approved persons, claims staff,
supervisors and compliance officers, this is a practical and interactive workshop
that aims to give delegates a clear, simple and comprehensive understanding of
what is meant by Treating Customers Fairly, what they need to do to meet FSA
expectations and deadlines and what are the consequences of not doing so.
At the end of the course delegates will know how to move forward and progress,
implement and embed TCF within their organisation and will be confident that they
will be able to satisfy the FSA.
The course outline is detailed below however we can tailor to meet the company
and delegates objectives. Please discuss with us beforehand.
The main topics covered during the day:
•What is meant by Treating Customers Fairly
•Corporate culture and responsibility
•The six required outcomes
•The TCF Gap Analysis and Action Plan – Why? What ? How?
•Management Information - What the regulator would expect to see
•Simple actions you can take now
•What the FSA are likely to expect with regards to TCF during an Arrow or theme
visit
•The 6 point action plan to help you protect your business from not meeting the
TCF Principle
Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
“The Specialist Training and Compliance Company for the General insurance Industry”
27. “Dealing with Conflicts of Interest”
A Specialist Half-Day Workshop
Aim of this course
Managing Conflicts of interest is an integral part of Principle Based Regulation.
Insurance Broking involves the automatic conflict between firm, insurer and client
and the FSA require all companies to have affective strategies in place to handle
and mitigate these.
The course is suitable for Senior Managers, Directors, Brokers, Approved Persons,
Supervisors and Compliance Officers working in General Insurance.
At the end of the course delegates will have a clear, simple and comprehensive
understanding of what is meant by Conflicts of Interest, how it applies to your firm
and what action you need to take.
The course outline is detailed below however we can tailor to meet the company
and delegates objectives. Please discuss with us beforehand.
The main topics covered during the day:
•What are conflicts of interest?
•How to recognise them
•Methods of mitigation
•Producing your Conflicts of Interest Policy
•Training your staff and informing them of what to look out for and what to do
•Case studies
•What the FSA are likely to expect with regards to Conflicts of Interest during an
Arrow or theme visit
Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
“The Specialist Training and Compliance Company for the General insurance Industry”
28. “All you need to know about handling client
money”
A Specialist Half-Day Workshop
Aim of this course
The aim of the workshop is to provide delegates with an overview and
understanding of the FSA’s client money rules with reference to the CASS rule
sourcebook and how it applies to their firm.
It is a practical workshop ideal for accounts staff, supervisors, directors, senior
management, approved persons, compliance officers and all those working in
general insurance with a regulatory responsibility.
We focus on what the FSA are looking for when they look at firms handling client
money and how to ensure your firm’s policies and procedures for this critical area
are robust enough to withstand an FSA visit. The course will help delegates
identify and understand best practice, and will help show them how to put the
theory to good practical use.
The course outline is detailed below however we can tailor to meet the company
and delegates objectives. Please discuss with us beforehand.
The main topics covered during the day:
•An overview of the FSA Client money rules
•The key and popular points you need to know.
•The pitfalls
•The Hot topics
•The FSA’s radar – what to look out for
•The FSA’s intentions
•What they will test you for if you receive a visit
•What sort of questions do the FSA ask?
•What you need to do to implement and safeguard your Client money procedures.
Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
“The Specialist Training and Compliance Company for the General insurance Industry”
29. “All you need to know about the training and
competency requirements”
A Specialist Half-Day Workshop
Aim of this course
The aim of this workshop is to give delegates simple , practical assistance to help
with meeting the FSA requirements for the training and competence of their staff.
The workshop is designed for Brokers/Managers/ Supervisors/Team Leaders and
all those responsible for the Training and competence of staff. We look at the FSA
rules and how firms are responsible for ensuring that all staff are fully competent to
do their job, particularly when staff are customer facing or their role has a direct
bearing on how customers are treated.
We explore the need for businesses to demonstrate that staff can do their jobs,
that they have sufficient knowledge and skill to carry out the tasks entrusted to
them. This includes knowledge of internal systems, legislation, regulation,
products and procedures, and so on.
Delegates will learn how to put procedures in place to monitor competence, and
ensure that staff remain competent, especially in areas as technical and product
knowledge, legislation and regulation. We look at how to conduct regular checks
(to make sure sales are made correctly, for example) and the importance of
keeping evidence of this.
We translate the rules into Plain English and we aim to make this course practical
so that the learning can be transferred back to the workplace
The course outline is detailed below however we can tailor to meet the company
and delegates objectives. Please discuss with us beforehand.
The main topics covered during the day:
•FSA Rules for Training and Competency of staff
•What you should – and need – to have in place
•Understanding competency
•Assessing competency of staff
•Supervision requirements
•Designing and delivering training and making sure it is relevant
•Evaluating training
•Record-keeping
•Continuous Professional Development
•What can happen if you don’t ensure your staff are competent – learning the
lessons from FSA enforcement due to lack of or insufficient training
Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
“The Specialist Training and Compliance Company for the General insurance Industry”
30. “All you need to know about Handling
Complaints”
A Specialist Half-Day Workshop
Aim of this course
This interactive course has been specially designed for those who are involved in
handling complaints. We cover the written procedures you must have in place,
responsibility for complaints within your company, the timescales involved and the
consequences of not dealing with complaints properly.
We look briefly at the importance of TCF in your business and how this relates to
complaints and we also examine the role of the Financial Ombudsman Service
(FOS).
It is ideal for those who have some experience in handling complaints (including
brokers/account handlers, underwriters and claim handlers). Delegates will learn
new skills as well as refresh existing skills. The course will help them examine
best practice, and equip them with practical and relevant skills they can put to use.
They will gain a better overall understanding of the complaints handling process
and the importance of managing this process well within the business.
The course outline is detailed below however we can tailor to meet the company
and delegates objectives. Please discuss with us beforehand.
The main topics covered during the day:
•The definition of a complaint
•What are the timescales involved?
•What are the consequences of not dealing with complaints properly?
•Who is responsible for complaints within your firm?
•A look a your written procedures – what they should include?
•FOS – Who are they and what do they do?
•TCF – what is the importance of TCF in the complaints handling process?
•Best Practise including conducting a Root Cause Analysis
Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
“The Specialist Training and Compliance Company for the General insurance Industry”
31. Some Feedback from previous
Training Courses...
• “lively course”
• “found it useful, have learned a lot today”
• “first course I haven’t nearly fallen asleep on”
• “interesting and well presented”
• “very interesting and kept busy and amused!”
• “I found it very useful and feel it has given me a platform
to improve on the skills learned today”
• “very informative”
• “well-presented – everyone on the course made
contributions, which can sometimes be difficult to get out
of a group”
• “very informative/useful – thank you Bill and Karen!”
• “helped me with my day-to-day role and gave useful info
to progress myself”
• “Bill and Karen put us all at ease very quickly. Felt
comfortable throughout the day and will take a lot away
with me. Thank you!”
• “very useful and informative. Information you can
actually put into practice within your role”
• “very helpful and interesting”
• “questions and examples were helpful”
• “I liked the interaction between attendees and learned a
lot from them too!”
• “great course!”
Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
“The Specialist Training and Compliance Company for the General insurance Industry”