Achieving Success with Professionalism & Outstanding Customer Service
Approval: Pennsylvania 107075  3 Credits
Achieving success through professionalism and outstanding customer service is a priority to insurance professionals. Agency management and customer service issues will be explored and discussion will include current management, goal setting with focus on revenue, retention, servicing areas and ways to improve upon existing methods. Potential E&O exposures will be explored and solutions offered in preventing, reducing or eliminating the exposures through agency management & customer service techniques.

Agency Claims Handling
Approval: Pennsylvania #1007630  3 Credits
Advanced course which provides the insurance professional with an understanding of different approaches of handling and managing the claims process. Focus will be on the importance of working with carriers and clients, what information is needed and why. Participants will have a better understanding of the claims process and their important role in facilitating a settlement.

Agency Management & Customer Service - The Keys to Success
Approval: Pennsylvania #105203  3 Credits
Advanced course for all insurance professionals in the agency system. Discussion will include current industry conditions and trends occurring in the industry by looking at the issues from the company, agent and the perspective of insureds. Agency management and customer service issues will be explored and discussion will include current management, goal setting with focus on revenue, retention, servicing areas and ways to improve upon existing methods. Professional ethics and account development will also be discussed with participants providing insight to their own organization and suggestions for improving their agency service.

Automobile Insurance Fraud
Approval: Pennsylvania #110763  3 Credits
This course explores the issues and considerations of fraud in automobile insurance. Participants will review the elements of fraud as it relates to automobile insurance for both personal and commercial lines as well as preventative measurers in place to indentify automobile insurance fraud. Actual fraud cases will be presented for example and discussion.

Building the Winning Home Team
Approval: Pennsylvania #110353  3 Credits
Advanced course which will focus on providing outstanding customer service in today's insurance marketplace. Discussion will include the different types of insurance carriers, corporate structure and how it impacts products and services distributed through the independent agency. Attendees will discuss some of the current issues and possible solutions in providing outstanding customer service through effective communication and technical skills to assist in the success of their agency, company or brokerage business.

Business Ethics
Approval: Pennsylvania #108607  3 Credits
This course explores the issues related to professional ethics. Discussion will include the terms and definitions in regard to ethical conduct and behavior. In depth discussion of the agent and professional responsibilities in regard to agency contracts, authority and duties as both an agent to the company and agent to third parties. Discussion includes techniques to avoid or reduce errors and omission claims and well as quality customer service issues. Case Studies will be reviewed and presented by participants for discussion and comments.

Claims Handling and Management
Approval: Pennsylvania #109446 3 Hours 3 Credits
Advanced course designed to provide the general agency staff with an overview of the claims handling and management process. The participants will discuss the different claims handling systems that can assist the agent in developing strategies to control and monitor the loss process and facilitate claims settlement. Discussion on the different loss settlement procedures utilized by companies for both personal and commercial loss exposures. Use of case studies for different types of losses will be provided for examples and discussion.

Consumer Protective Ethics
Approval: Pennsylvania #109443  3 Credits
Advanced course focused on the issues related to business ethics and consumer protections. Discussion will include an overview of the privacy acts, how the acts impact the insurance industry and offer suggestions to be considered to enhance and protect client/agent relationships. Discussion will also include techniques to enhance quality of relationships and help reduce or avoid errors and omission claims as well as improve customer service.

Customer Service & Difficult Situations
Approval: Pennsylvania #110358  3 Credits
Advanced course which focuses on situations and solutions relating to customer service and possible solutions for effective resolution of these day to day challenges. Discussion will be interactive as participants will discuss the issues on dealing with clients, company and others involved in our industry. Participants will discuss ways to effectively deal with these challenges and resolve them in a professional and ethical manner which will enhance customer service and reduce potential errors and omissions claims.

Errors & Omissions Preventions & Procedures for the Automated Agency
Approval: Pennsylvania #108566  3 Credits
Advanced course which provides a discussion in Errors & Omissions for the automated agency. Focus will be on prevention and procedures to minimize, reduce or eliminate errors and omissions claims. Discussion will include examining the tools and software options available in automated systems & providing techniques and possible solutions to challenges of E&O prevention. Actual claim scenarios will be reviewed and discussed.

Exploring Rental Car Contracts & Coverage Options
Approval: Pennsylvania #111120  3 Credits
Advanced course designed to assist the agent in understanding the issues and insurance solutions of renting vehicles. Review of a typical Rental Car Company contract and provisions will be discussed. Discussion will also the issues surrounding the rental of vehicles and coverage options available through the personal and commercial auto policies. Additional alternatives for coverage will be discussed as provided through the CDW/LDW and credit card company options.

Identity and Credit Fraud - Issues & Solutions
Approval: Pennsylvania #107947  3 Credits
Advanced course, which explores the current issues and trends in the increasing rise of identity and credit fraud to individuals and businesses. Participants will discuss the exposures to loss and the insurance issues relating to identity and credit fraud. Discussion will also include consumer protections and some possible insurance solutions as well as risk management alternatives to address these issues.

Insurance Fraud - Identification and Prevention
Approval: Pennsylvania #104371  3 Credits
This course explores the issues of identifying and preventing insurance fraud. Participants will identify the different types of insurance fraud including the elements, impact it has on the industry, and preventative measures that can be utilized by insurance professionals. Case scenarios will be presented for example and discussion.

Privacy Issues & the Insurance Professional
Approval: Pennsylvania #108564  3 Credit
Advanced course focused on the identifying the different privacy acts and how they impact the insurance professional. Discussion will include an overview of the privacy acts, how the acts impact the insurance industry and proper procedures to be implemented to protect the parties involved. The course enhances the participant's knowledge and ability to provide the proper care and service on these important issues.

Professional Ethics, Agency Management & Outstanding Customer Service
Approval: Pennsylvania #0314783  3 Credit
This course explores the issues related to professional ethics, delivery of insurance products and services and quality customer service. In depth discussion of the agent and professional responsibilities in regard to agency contracts, authority and duties as both an agent to the company and agent to third parties. Discussion includes techniques to avoid or reduce errors and omission claims and well as quality customer service issues.

Property Insurance Fraud
Approval: Pennsylvania #110867  3 Credit
Advanced course focused on the identifying the different privacy acts and how they impact the insurance professional. Discussion will include an overview of the privacy acts, how the acts impact the insurance industry and proper procedures to be implemented to protect the parties involved. The course enhances the participant's knowledge and ability to provide the proper care and service on these important issues.

Survival of the Fittest
Approval: Pennsylvania #0503241  3 Credit
Advanced course focused on providing outstanding customer service in the insurance industry. Discussion will include the customer service techniques that can be used by all industry professionals. Focus will be to understand the corporate goals, develop your individual time management plan and implement the techniques into your daily work flow. Participants will have additional information that should assist them in their communication, organization and delivery of insurance products to their customers.

The Agent's Role in Identifying and Preventing Fraud
Approval: Pennsylvania 107748  3 Credits
This course explores the issues of identifying and preventing insurance fraud from the Agent perspective. Participants will identify the different types of insurance fraud including the elements, impact it has on the industry, and preventative measures that can be utilized and implemented agency company personnel. Discussion will include legal & legislative issues as well as requirements as it applies Case scenarios will be presented for example and discussion.

The Anatomy of An Insurance Company
Approval: Pennsylvania 108108  3 Credits
This advanced course is designed to explore the inner workings of a typical insurance company and its impact on the consumer and agent/producer. Discussion will include the different types of insurance companies ( stock, mutual, reciprocal, etc. ) and some of the typical divisions within a company ( underwriting, claims, actuarial, etc. ). A focus will be on how the agent can better interact with the company for the ultimate benefit of the consumer.

The Company's Role in Identifying & Preventing Fraud
Approval: Pennsylvania 108606  3 Credits
This course explores the issues of identifying and preventing insurance fraud from the company perspective. Participants will identify the different types of insurance fraud including the elements, impact it has on the industry discussion will include legal and legislative issue, use of Special Investigative Units and the impact of the Office of the Fraud Prosecutor and other issues affecting company operations. Case scenarios will be presented for example and discussion.

The Reports We Use In Underwriting- Credit Scores, Clues, MVRs and More
Approval: Pennsylvania 105908  3 Credits
Advanced course for the insurance professional which focuses on the different type of reports utilized in the insurance industry and their impact on providing coverage for a client. Participants will discuss the importance of these reports in regard to eligibility, underwriting and loss control and be able to negotiate through the forms and interpret their meanings. Risk Management Alternatives will be discussed as alternatives to some problem areas in regard to providing coverage.

Time Management & Customer Service- Making it Work for You
Approval: Pennsylvania 106905  3 Credits
Advanced course for the Customer Service professional who wants to make the time to make it happen. Discussion will include current industry trends & technology advancements which provide advantages as well as challenges in customer service. Focus will be on analyzing the elements of a successful strategic plan and development of their individual time management strategy within their organization for customer service. Participants will discuss key customer service issues & concerns and share strategies for success.

Umbrella Coverages-Underwriting & Providing Coverage for your Insureds
Approval: Pennsylvania #104373  3 Credits
Advanced Course which provides an in-depth discussion on umbrellas and excess coverages. The course covers both personal and commercial umbrella exposures and possible insurance solutions. Risk Management techniques will be utilized to analyze and explore the issues and alternatives for insureds. Coverage forms will be reviewed and discussed to provide the agent with the knowledge to able to underwrite and provide a comprehensive insurance program.

Understanding Insurance Industry Financials
Approval: Pennsylvania #108107  3 Credits
This advanced course is designed to explore the financial complexities of the insurance industry and the impact on society, business, and ultimately the consumer. Discussion will range from an understanding of the basic terminology to actually dissecting some financial reports. Also being reviewed will be the role of outside agencies ( AM Best, S&P, Moodys, etc. ) in ultimately protecting the consumer.

Underwriting Auto Exposures
Approval: Pennsylvania #110496  3 Credits
Advanced course which focuses on utilizing strong underwriting techniques when providing automobile insurance coverage for both personal and commercial clients. Participants will discuss the use of applications, underwriting guidelines, and risk management techniques and their importance in a successful client relationship. In depth discussion will provide the participant with a solid understanding of underwriting issues and concerns which should be addressed with every client.