FAQ

The Insurance Onboarding Program is designed to prepare new hires for client work by imparting company culture and providing a simulated insurance environment through various training modules, including English Communication Skills, Customer Service Training (covering basic call flow and skills like positive scripting and active listening), and E-mail Etiquette. The core of the training consists of Level 1 (L1), an introductory course on basic insurance terms, lines of business (Personal and Commercial), and general tasks (application, quoting, binding, servicing), and Level 2 (L2), which focuses on the step-by-step practical processes, including Agency Management Systems and detailed servicing tasks, all concluded with assessments.

All new hires from ISBU and TSBU are required to undergo the program.

Insurance Onboarding for ISBU takes 5 weeks - 3 weeks for L1 Training and 2 weeks for L2 Training. For TSBU, the program is scheduled for 3 days.

L1 and L2 Insurance Training differ primarily in their focus, depth, and practical application. Level 1 Training is the introductory course designed for new hires with zero to minimal experience. Level 2 Training is the continuation that focuses more on the step-by-step processes and is more practical.

Yes there are assessments during onboarding. Both L1 and L2 stages of the onboarding conclude with an assessment.

As per the training agreement, failure to pass the L1 assessment means the trainee will not qualify for L2 Training. Likewise, failure to pass the L2 assessment means the trainee will not qualify for the next stage in onboarding.

At the moment, refresher training courses are available on Google Classroom for Quoting, Binding and Certificates (Acord 25 and Acord 28).

Refreshers are conducted at least once every quarter.

Before the trainees graduate, the client relations team works with prospective clients to ensure the tasks assigned to the Insurance Virtual Assistant Specialist (IVAS) are well-defined and structured. Once the trainees graduate from L1 and L2 Training, they undergo Internal Standards Training and eventually are assigned to a team that guides them through the transition process from training to being assigned to a client.

Yes, all training materials are available after training, including all training videos in Google Classroom. Once migration to the new domain is complete, the materials will be accessed via Google Drive.