Financial Services Representatives – Vulnerable Customers – Life Insurance

About this course

Industry codes, regulatory guidance and consumer protection frameworks place additional obligations on financial services organisations when engaging with vulnerable customers.

Organisations must be able to identify vulnerability, communicate effectively, and provide appropriate support to help customers make informed decisions and access financial services fairly and confidently.

What the course covers

• Financial Services Royal Commission
• Facilitating informed decisions
• Life Insurance Code of Practice
• Identifying vulnerable clients
• Making a claim
• Communication strategies
• Customer identification and verification
• Conducting interviews
• Dispute resolution and complaints handling
• Protecting vulnerable clients

What people can do afterwards

By the end of the course, participants will be able to:

• recognise indicators that a customer may be vulnerable
• support vulnerable customers through effective communication and informed decision-making processes
• understand their obligations when assisting vulnerable clients
• apply appropriate approaches when handling claims, complaints and dispute resolution matters
• help improve customer outcomes while reducing compliance risk

How it is delivered

• Structured learning Designed for learners who are new to the topic or want a comprehensive overview. The course explores the subject in detail and typically takes 35–40 minutes to complete.

Two ways to run it

• Your policies, your scenarios

  We rebuild “Financial Services Representatives – Vulnerable Customers – Life Insurance” around how your organisation actually works, so the training changes behaviour instead of recording completions.

  Build a custom version

• Ready to run as it is

  Deploy the course off the shelf, with light branding if you want it. Delivered with our partner Safetrac, who will contact you directly.

  Deploy off the shelf

Either way, you can run it through our compliance platform or take it as a SCORM package for the LMS you already have.

What it costs

Off-the-shelf pricing starts at $4,000 a year for up to ten courses with your logo and colours applied, rising with how much you want changed. The tiers are the same across the catalogue, so they are set out once on the pricing page rather than repeated on all 101 courses.

If what you actually need is your own scenarios and your own policies rather than a reskin, that is a custom build, and it is the work Hungry Minds does.

Choosing an LMS

If you don’t currently have an LMS, we can help you select a platform that suits your organisation.

For smaller teams or organisations getting started, we typically recommend LearnWorlds for its ease of use and quick setup.For organisations requiring more advanced functionality and reporting, TalentLMS is a strong option.

Learn more:LearnWorlds TalentLMS

We may receive a commission if you sign up to an LMS we recommend. It does not change what we recommend.