The platform, developed in collaboration with employee health and wellbeing specialists Rightsteps, is designed for anyone who talks to insurance customers. It is:  

• Free of charge.  

• CII accredited and can be included as part of your CII / Personal Finance Society CPD requirement, should you consider it relevant to your professional development needs. 

• Designed to provide practical skills and advice.  

• Targeted at three mental health skills and knowledge areas. 

• Easy to complete online.

The course, which takes two hours to complete, comprises three short modules which can be completed separately.

• INTRODUCTION TO MENTAL HEALTH: Increase awareness and understanding of common mental health conditions.

• MANAGING CONVERSATIONS: Develop skills for open, honest and effective conversations with insurance customers.

• INDIVIDUAL VULNERABILITY AND CRISIS MANAGEMENT: Improve communication skills to respond to people experiencing a mental health crisis.

By listening, understanding concerns, showing empathy and providing thoughtful advice, we can help all our customers access the insurance they need.  

In 2023, ABI figures show that £36.8 million was paid out in Individual Income Protection claims for mental health, with an average claim of £14,106. 

We can all improve our understanding of customers’ mental health and help our advisers and frontline staff become more confident in the support they offer. Our employees and customers will benefit, and business performance will be boosted. 

With an open and positive attitude towards mental health, we can all make a big difference – for customers and the insurance industry.