Credit Control for the Insurance Industry

Overview: This course is designed for people who would like to apply new skills and refine existing skills in relation to managing their insurance collections. The course covers planning, communication and the overall strategy of (re)insurance credit control, ensuring delegates are better equipped to collect outstanding insurance funds in an effective and efficient manner.

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The planning stage

cash allocation and good housekeeping, the use of the Aged Debt Report, Pareto Analysis (80/20 rule), highest value and highest risk, review of debtor liquidity and payment status, review of funding position, understanding and managing the business relationship, offsetting and the rules of offset

 

Telephone Techniques

The advantages of personal contact vs. email, preparation, the contact – the importance of building a rapport with the decision maker, timing

 

The conversation

Preparation, the approach, excuses and how to deal with them, the warning signs, obtaining firm commitment to pay, techniques- the use of open questions and listening skills, applying pressure – when and how, note taking, dealing with responses, how best to acknowledge, the importance of being firm, professional but calm

 

Dealing with queries

The importance of following procedure, time frames for resolution, Categorising queries, improving and making good use of internal communication, the process of escalation, written communication, letters, faxes and emails, legal considerations

 

Managing a credit control meeting

Finding the best time to hold your meeting, structure / plan / agenda, empathy and reciprocity, note taking, minute taking and circulation, follow up

 

Negotiation

Understanding your level of authority to negotiate, understanding who has the power, influence and ability, knowing where to compromise, understanding the decision makers, recognising and utilising “tradeables”, knowing your bottom line, applying a winning solution