Insurance · Customer Service & Grievance Handling Business & MarketingBeginner
Customer Service and Grievance Handling in Insurance
Serve policyholders well and resolve complaints before they reach the regulator.
Taught by My Skill Lab Insurance Faculty · Insurance Practitioners
What you'll learn
- Explain policy terms, exclusions and processes in plain Nepali or English without jargon.
- Handle walk-in, phone and digital queries with consistent service standards.
- Run a complaint from receipt to resolution with acknowledgement, investigation and written response.
- Explain the escalation route to the Nepal Insurance Authority and prepare files for it.
- Use complaint data to find and fix root causes.
About this course
For branch, call centre and customer service staff at Nepali insurers. Learn what policyholders expect, how to communicate policy terms clearly, how to run a fair grievance process, and how complaints escalate to the Nepal Insurance Authority, so you can fix problems early and protect the company's reputation.
Course content
5 lessons- 1What Policyholders ExpectTrust, clarity and speed at every touchpoint.Preview
- 2Explaining Policies in Plain LanguageTurn policy wording into clear answers without misleading.
- 3Running a Fair Grievance ProcessReceive, acknowledge, investigate, respond and close.
- 4Escalation to the Nepal Insurance AuthorityHow regulatory complaints work and how to prepare.
- 5Using Complaint Data to Improve ServiceMeasure, analyse and fix root causes.