Training on Customer Experience & Retention in Insurance
Learn customer retention strategies, journey mapping, and service delivery in the insurance industry.
Next intake
20 Jul 2026 · Nakuru
Duration
5 days
Live instruction
Delivery
Physical + Virtual
Cohort based
Level
Foundation
Working professionals
Certification
NITA reimbursable
For Kenyan cohorts
Language
English
All materials
About this programme
In the competitive insurance industry, delivering exceptional customer experience is key to building trust, increasing customer loyalty, and improving retention rates. Insurers must go beyond product offerings to provide seamless, personalized, and responsive services across the customer journey.
This course equips participants with practical skills to enhance customer experience and implement effective retention strategies in insurance. It focuses on customer journey mapping, service excellence, digital engagement, complaint handling, and relationship management to drive long-term customer value.
Duration
5 Days
Who Should Attend
- Insurance customer service professionals
- Relationship and account managers
- Sales and marketing teams in insurance
- Claims and operations staff
- Customer experience and retention officers
What you'll walk away with
By the end of the course, participants will be able to:
- Understand customer experience principles in insurance
- Map and optimize the customer journey
- Develop effective customer retention strategies
- Improve communication and service delivery
- Handle complaints and build customer trust
What we cover, module by module
Module 1: Fundamentals of Customer Experience in Insurance
- Understanding customer expectations and behavior
- Importance of customer experience in insurance
- Customer journey mapping
- Key touchpoints in insurance services
- Case Study: Customer experience success vs failure
- Practical: Mapping a customer journey
Module 2: Service Excellence & Customer Engagement
- Delivering high-quality customer service
- Communication and interpersonal skills
- Personalization and customer-centric approaches
- Building strong customer relationships
- Workshop: Customer engagement strategies
- Role Play: Handling customer interactions
Module 3: Customer Retention Strategies
- Understanding customer retention and loyalty
- Retention strategies and programs
- Managing customer churn
- Value-added services in insurance
- Case Study: Retention success strategies
- Practical: Designing a retention plan
Module 4: Complaint Handling & Customer Recovery
- Managing customer complaints effectively
- Conflict resolution techniques
- Service recovery strategies
- Turning complaints into opportunities
- Role Play: Handling difficult customers
- Case Study: Complaint management scenarios
Module 5: Digital Experience & Performance Measurement
- Digital channels and customer engagement
- Using CRM systems for customer management
- Measuring customer satisfaction (KPIs, feedback tools)
- Continuous improvement in customer experience
- Capstone Exercise: Customer experience improvement plan
Where the change lands
Individual Impact
- Improved customer service and communication skills
- Enhanced ability to manage customer relationships
- Strong understanding of retention strategies
- Increased confidence in handling customer issues
Organizational Impact
- Increased customer satisfaction and loyalty
- Reduced customer churn
- Improved brand reputation
- Higher customer lifetime value
Dates and locations
Upcoming intakes
Every intake is limited to a small cohort. Booking closes when a date fills or three weeks before the start, whichever comes first.
| City | Starts | Ends | Delivery | Book |
|---|---|---|---|---|
NakuruNext | 20 Jul 2026 | 24 Jul 2026 | In-Person | Book |
Kigali | 20 Jul 2026 | 24 Jul 2026 | In-Person | Book |
Accra | 20 Jul 2026 | 24 Jul 2026 | In-Person | Book |
Kisumu | 27 Jul 2026 | 31 Jul 2026 | In-Person | Book |
Johannesburg | 27 Jul 2026 | 31 Jul 2026 | In-Person | Book |
Dakar | 27 Jul 2026 | 31 Jul 2026 | In-Person | Book |
- NakuruNext
20 Jul → 24 Jul·In-Person
Book this intake - Kigali
20 Jul → 24 Jul·In-Person
Book this intake - Accra
20 Jul → 24 Jul·In-Person
Book this intake - Kisumu
27 Jul → 31 Jul·In-Person
Book this intake - Johannesburg
27 Jul → 31 Jul·In-Person
Book this intake - Dakar
27 Jul → 31 Jul·In-Person
Book this intake
Common questions.
Still not sure? Send us a note and a facilitator will get back to you within a business day.
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Course finder
Find the right course for you
Prefer to talk it through? Send us an enquiry and a facilitator will scope a fit within a business day.
For corporate teams
Training 10+ professionals?
We deliver Training on Customer Experience & Retention in Insurance in-house at your offices, at a venue we arrange, or fully virtual. Customise the curriculum against your KPIs, and get a bespoke price for the cohort size you need.