Skills to resolve disputes

Gain the skills and knowledge needed to effectively investigate, negotiate and resolve disputes — such as a disputed claim — between an insurer or broker and their client.

Resolve disputes GE20001-15 5 weeks duration | 10 CIP points | AUD $375

This ANZIIF unit covers all aspects of the dispute-handling process, from receiving a customer complaint and establishing its validity to negotiating and implementing a resolution to the dispute. Brokers will learn a variety of negotiation styles, and gain an understanding of personality types in order to choose the most appropriate negotiation style for a particular customer. GE20001-15 is suitable for brokers with two or more years of experience and applies to retail and/or commercial client situations.

This unit meets the requirements of the AQTF competency ‘FNSCUS402 Resolve disputes’ and is delivered via ANZIIF as a Registered Training Organisation (RTO 3596). To enrol or view other Skills Units, visit: or call Mark Ryan, ANZIIF Sales Manager on 03 9613 7284.

About ANZIIF Skills Units

In today’s ever-changing and competitive insurance landscape, the need for brokers to participate in ongoing education, training and professional development in order to keep their skills and knowledge up to date is essential to keeping clients happy and the bottom line healthy.

ANZIIF’s new education model recognises that brokers are busy and don’t have the time to spend on traditional long-form education when clients need advice and sales have to be made. Our new ANZIIF Skills Units are short and sharp and focus on specific skills that brokers need to grow their business.

To help brokers choose the education that best suits them, we’ll be highlighting units over the coming months here and in Broker Buzz.