Course in Customer Experience in Claims Processes
Online 300-hour course in customer experience in claims processes. 6 modules with ISO 23592 (customer service excellence), ISO 10002 (complaints handling) and Qualtrics. Assigned tutor and open enrolment.
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What you will be able to do
Analyse the claim moment as a critical point in the customer experience.
Apply qualitative and quantitative research techniques to diagnose the experience.
Design policyholder-centred claims services using service design.
Develop customer-oriented capabilities and culture within teams.
Measure the experience with indicators such as NPS, CSAT and CES.
Implement continuous improvement cycles based on the voice of the customer.
Develop an integrative project redesigning the claims experience.
Who it's for
- Customer experience manager in claims who wants to specialise in customer experience in claims processes.
- Service designer who wants to specialise in customer experience in claims processes.
- User experience researcher who wants to specialise in customer experience in claims processes.
- Voice of the customer analyst who wants to specialise in customer experience in claims processes.
- Training manager for claims handlers who wants to specialise in customer experience in claims processes.
- Customer experience consultant who wants to specialise in customer experience in claims processes.
- Engineering or science graduates seeking to join insurance companies.
What you'll work with
- ISO 23592 (customer service excellence)
- ISO 10002 (complaints handling)
- ISO 10004 (customer satisfaction)
- ISO 18295-1 (customer contact centres)
- Order ECO/734/2004 (customer service and customer ombudsman)
- Directive (EU) 2019/882 (accessibility of products and services)
6 modules · 300 h
1.1Why the claim defines the relationship1.2The customer’s emotional state and needs1.3Expectations versus the reality of the process1.4Most frequent pain points1.5Differences by type of claim1.6Contact channels and their consistency1.7The role of the broker in the experience1.8Vocabulary and acronyms in the field1.9Relationship between experience and retention1.10Exercise: emotional map of the journey
2.1Interviews with policyholders after a claim2.2Analysis of calls and conversations2.3Surveys and satisfaction metrics2.4Analysis of claims and complaints2.5Operational data: timeframes and reopened cases2.6Observation of claims handlers at work2.7Identification of critical moments2.8Prioritising problems by impact2.9Communicating findings to the organisation2.10Practice: diagnosis of a real journey
3.1Redesigning the first notification3.2Reducing documentary friction3.3Proactive information on the status of the file3.4Plain language in communications3.5Understandable explanation of the decision3.6Self-service options and their balance3.7Designing telephone support3.8Coordination with workshops and suppliers3.9Designing for vulnerable customers3.10Practice: redesigning a key communication
4.1Claims handler competences in customer handling4.2Training in difficult conversations4.3Autonomy to resolve and its limits4.4Incentives that align cost and service4.5Recognition and case-based learning4.6Collaboration between departments4.7Leadership and management commitment4.8Managing team stress4.9A policyholder-centred culture4.10Practice: team training plan
5.1Selecting experience metrics5.2Relationship between experience and business metrics5.3Closing the loop with dissatisfied customers5.4Controlled testing of changes5.5Dashboards and governance5.6Continuous prioritisation of improvements5.7Benchmarking against the market5.8Communicating results to the organisation5.9Sustainability of improvement5.10Practice: experience dashboard
6.1Choice of line of business and journey6.2Customer research and findings6.3Journey map with critical moments6.4Service redesign proposal6.5Redesign of key communications6.6Team training plan6.7Measurement system and governance6.8Phased implementation plan6.9Project report6.10Project defence
How you'll learn
100% online training on the SEIUM Institute campus, with downloadable material, recorded classes and an assigned technical tutor. There are no fixed timetables: students progress at their own pace within the intake, which makes it possible to combine the programme with work.
Each module combines theory, guided reading of the original standard and applied exercises. The working software is Qualtrics, Medallia, Miro, Power BI, in free, academic or evaluation versions. Practical work is based on real claims customer journey maps, interviews and research with policyholders, and measurement of NPS and customer effort. Assessment is continuous by module, plus the final integrative project.
Build it end to end
Your final project follows the real engineering workflow, step by step, reviewed by your tutor.
Analyse the claim moment as a critical point in the customer experience.
Apply qualitative and quantitative research techniques to diagnose the experience.
Design policyholder-centred claims services using service design.
Develop customer-oriented capabilities and culture within teams.
Measure the experience with indicators such as NPS, CSAT and CES.
Where this takes you
Requirements
- No prior qualification required.
- Internet connection and a computer capable of running the programme’s software.
- Sufficient Spanish to follow technical regulatory reading.
Ready to start?
Send your application today. Our admissions team replies within 72 hours with your study plan and funding options.
Frequently asked questions
The programme comprises 300 hours in total, spread over 3 to 5 months. That is between 10 and 15 hours per week on average, compatible with full-time work.
You will work with Qualtrics, Medallia, Miro and Power BI. Free, academic or evaluation versions are used, and the tutor indicates the free alternative where one exists.
An own SEIUM Institute diploma upon passing the continuous assessment and the integrative project. It is in-house training, not an official qualification from the Ministry.
Yes. Modules passed in a course or postgraduate diploma in the same area are recognised towards the advanced programme. Check the recognition policy when you enrol.
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