RICS1_Client_Service_Property_Casualty_Insurance

Course Description and Competencies

What to Expect

In this course, you will build the foundational insurance knowledge and customer service skills needed to succeed in an entry-level role in the insurance industry. You will learn what insurance is, how it works, and why it matters to people and businesses. Throughout the course, you will complete short readings, videos, flashcards, and interactive activities that introduce key insurance terms, products, and roles. You will practice identifying insurance language in real conversations, explore core concepts through visual activities, and check your understanding with knowledge checks, lightning rounds, and practice quizzes designed to support your learning at each step.

You will also take part in interactive scenarios that will help you practice professional communication, active listening, empathy, and problem-solving while working through customer support situations. You will learn how to use workplace technology tools, such as Microsoft Excel and digital communication platforms, and you will examine best practices for using artificial intelligence responsibly and ethically. By the end of the course, you will have the knowledge and skills to confidently handle workplace tasks, adapt to change, and provide helpful, professional service in an insurance workplace.

Course Competencies

This course covers the following competencies:

The student explains how insurance provides financial protection and manages risk.
The student applies strategies for effective customer service interactions.
The student applies adaptability strategies in the workplace.
The student applies technology skills to the workplace environment.

Assessment

The assessments provide an opportunity to demonstrate your mastery of the competencies in this course. You must achieve a ranking of Competent on each assessment to pass the course. You may attempt each assessment two times before additional support is necessary. If you require further attempts, please contact your Course Instructor or Student Experience Specialist.

2 Final Projects

3 Competency Units

Course Outline

Module	Upon completion of this module, you will be able to:
Property and Casualty Insurance	Describe the roles and responsibilities of professionals in the insurance industry.  Explain how insurance professionals collaborate to serve customers.  Explain how personal insurance products protect households.  Explain how commercial insurance products protect businesses.  Explain how claims processes support customers.  Explain how loss control strategies support customers.
Client Service	Ask targeted questions to identify customer needs.  Apply active listening skills to customer interactions.  Establish rapport with customers.  Communicate professionally with customers.  Determine when to escalate customer concerns.  Determine the most appropriate response to a customer’s concern.  Identify strategies to protect customer information in an ethical manner.  Document customer interactions accurately.
Workplace Skills	Identify cognitive strategies to support adaptability in the workplace.  Describe behavioral strategies that support adaptability in the workplace.  Apply interpersonal strategies in the workplace.
Technology Skills	Improve workplace efficiency through Artificial Intelligence tools.  Communicate professionally in a digital environment.  Apply basic spreadsheet skills.

Technology Requirements

We want to be sure you have the tools to succeed! Review the Computer System and Technology Requirements to learn about the technology you'll need. If you have questions about your setup, contact support@academy.wgu.edu.

You will need Adobe Acrobat Reader DC. If you haven't already, download this free software. You may encounter an interactive form that contains fields that you can select or fill in. Review how to fill in a PDF form.

Key Contacts

Certificate Connect
Check out this online community to take advantage of course resources, including videos and tips from your educators. You can ask and answer questions, provide feedback on your progress, and interact with fellow students. You will find this platform in the Student Resources section of the course. Log on and do some exploring!

Technical Support
If you encounter technical issues, be sure to contact the Help Desk. Just submit a Support Request for assistance.

Program Support
Do you have questions about your account? Student Support has answers. They can help with billing, switching courses, and other requests. You can contact them at (888) 320-0540 or support@academy.wgu.edu.

Accommodations

WGU provides compliant and accessible learning experiences. If you require accommodation, please contact us at the start of the course. You can email disability@academy.wgu.edu or call (888) 320-0540.

We are committed to ensuring that all students with disabilities have equal access to WGU's services and materials. We strive to use best practices for accessibility. Our goal is to conform to existing U.S. laws, including the Americans with Disabilities Act and Section 504 and Section 508 of the Rehabilitation Act.

Our learning management system (LMS) platform is Open edX. Open edX’s commitment to accessible content is published in their Website Accessibility Policy.