Insurance
Insurance Operations & Customer Service skills assessment
Operations and service teams keep policies accurate and customers informed. This scorecard covers processing, accuracy, communication and compliance.
- 12 skills to score
- 1–10 scale on every skill
- 6 starting levels
The 12 Insurance Operations & Customer Service skills you can score
These are the default Insurance Operations & Customer Service skills in SkillScorer. Each one is scored from 1 to 10 for every team member, and you can edit, remove or add skills at any time.
Policy Administration Accuracy
Processes new business and changes correctly.
Premium and Payment Handling
Processes premiums and payments accurately.
Customer Communication
Communicates clearly with policyholders.
Product Knowledge
Knows the products and their features.
Renewal and Retention Skills
Retains customers at renewal by explaining value and offering suitable options.
Complaint Handling
Handles complaints and escalates properly.
Compliance and Disclosure
Follows disclosure, conduct and privacy rules in every customer interaction.
Systems Use
Uses policy administration systems accurately and efficiently.
Data Quality
Keeps customer and policy data accurate and up to date.
Processing Speed
Processes work quickly and accurately.
Vulnerable Customer Awareness
Recognises and supports vulnerable customers.
Teamwork
Works with colleagues to meet service goals.
Levels included with Insurance Operations & Customer Service
Insurance Operations & Customer Service starts with 6 levels, which SkillScorer calls “Seniority Level” for insurance, so team members can be grouped and compared fairly. Rename, reorder or replace them at any time.
- Trainee
- Officer
- Senior Officer
- Team Leader
- Manager
- Head of Department
How Insurance Operations & Customer Service works in SkillScorer
Score
Each team member in a team is scored on the Insurance Operations & Customer Service skills in the Skills Matrix: tap a cell, type a score, and it saves itself.
Compare
Rank team members, compare two side by side, or compare your teams against each other to see exactly where the strengths and gaps are.
Track
Scores are kept year after year, so you can see who is improving and which Insurance Operations & Customer Service skills need attention. Reports also follow each team leader's team.
Insurance Operations & Customer Service scorecard: common questions
What skills does the Insurance Operations & Customer Service scorecard include?
SkillScorer's Insurance Operations & Customer Service scorecard covers 12 skills: Policy Administration Accuracy, Premium and Payment Handling, Customer Communication, Product Knowledge, Renewal and Retention Skills, Complaint Handling, Compliance and Disclosure, Systems Use, Data Quality, Processing Speed, Vulnerable Customer Awareness and Teamwork. Each one comes with a written description of what it measures, and you can edit, rename, remove or add skills to suit your organisation.
How are team members scored in Insurance Operations & Customer Service?
Every team member is scored from 1 to 10 on each skill (1 = Poor, 5 = Average, 10 = Elite), one team and year at a time. Scores autosave in the Skills Matrix, and the 18 built-in reports turn them into rankings, radar charts, skill gaps and year-on-year trends.
Which levels come with Insurance Operations & Customer Service?
Insurance Operations & Customer Service starts with these levels (called “Seniority Level” in the app): Trainee, Officer, Senior Officer, Team Leader, Manager and Head of Department. They are just a starting point, so you can rename, reorder or replace them.
Can I change the Insurance Operations & Customer Service skills and wording?
Yes. The skills, levels and labels are all editable per organisation. In insurance the app talks about team members, teams and team leaders, and you can change any of those words too.
Score Insurance Operations & Customer Service with SkillScorer
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