How Can Insurance Brokers Build a More Relevant E-Learning and T&C Plan?
How can insurance firms move beyond tick-box training?
Insurance brokers can build a more relevant Training and Competence (T&C) plan by combining essential regulatory and technical learning with courses linked to business priorities, team needs and individual development. A flexible e-learning platform makes it easier to tailor training by role, deliver learning around operational demands and keep a clear record of completion.
For brokers, account handlers, claims staff and compliance teams, learning competes with client work, renewals and the everyday demands of running a business. It is understandable that firms may return to the same core courses each year and assign them to everyone. However, when modules feel disconnected from a person’s role, customers or development, CPD can quickly become a tick-box exercise.
In my experience as an L&D specialist, the better starting point is a simple question: what do the firm and its people genuinely need to know or do better? E-learning supports this approach by allowing firms to combine consistent, firm-wide training with focused learning for particular roles, teams and individuals.
What are the key principles of an effective insurance CPD plan?
- Start with regulatory, technical, business and individual learning needs rather than last year’s course list.
- Match training to roles and responsibilities instead of assigning every module to everyone.
- Explain why each course matters and how it supports the employee, the firm or its customers.
- Use e-learning to provide flexible access, targeted assignments and reliable completion records.
- Reinforce online learning through discussion, application, supervision and follow-up where appropriate.
Which areas should an insurance learning plan cover?
I find it helpful to group insurance training and development needs into four areas
- Regulatory and technical updates: learning that helps people understand relevant changes, refresh technical knowledge and maintain competence.
- Business needs: learning linked to the firm’s priorities, customer outcomes, conduct, systems, culture and operational risks.
- Team development: learning that strengthens communication, feedback, collaboration and the way colleagues work together.
- Personal development: learning agreed with an individual to address a knowledge or skills gap, build confidence or support career progression.
Not every learning plan will give equal weight to each area. The right balance will depend on the person’s role, experience, responsibilities and development goals, as well as the needs of the firm.
What does a tailored e-learning plan look like in an insurance brokerage?
Consider Amy, an experienced customer services associate. She has identified difficult customer conversations as an area in which she would like to build confidence, and she is also interested in progressing towards a team leadership role.
Her learning plan might include:
- a regulatory or technical update relevant to her work;
- a business-focused module on subjects such as complaints handling, fraud awareness or cyber security;
- a team development course on giving and receiving feedback; and
- personal development on handling challenging conversations and preparing for a future leadership role.
The balance would look different for a new starter building foundational knowledge or an experienced broker refreshing technical expertise.
Why should managers explain the purpose of assigned learning?
People are more likely to engage when they understand why a course has been assigned and how it connects to their role. A short explanation can be enough:
“Your learning plan this year combines essential updates with courses selected around our business priorities and your own development. Some modules are relevant to everyone, while others reflect your role and the areas discussed in your development conversation.”
This also gives employees an opportunity to ask questions or discuss whether a particular course is right for them.
What are the benefits of e-learning for insurance intermediaries?
For a busy insurance broker, e-learning provides a practical way to deliver relevant CPD at scale. It allows firms to:
- assign common learning across the business while giving particular roles or individuals additional, relevant development;
- fit learning around customer and operational demands;
respond more quickly when regulations, products or business priorities change; - draw on a broad range of regulatory, technical and workplace topics without arranging a separate session for each one; and
- track completion and maintain a clearer record of learning activity.
Of course, completing a course is not the same as demonstrating competence. E-learning is most effective when it forms part of a wider approach that includes discussion, application, supervision and follow-up where appropriate.
Making CPD relevant and purposeful
The Development Zone supports general insurance intermediaries with a broad range of regulatory, technical and workplace learning that can be tailored to different roles, teams and development needs.
Review assignments regularly and remove courses that no longer add value. Keeping the plan up to date helps CPD support professional development and better customer outcomes.
Author: James Best
James is a Learning Design Specialist with a PGCE and Qualified Teacher Status, providing evidence-informed learning for regulated workplaces.
