A complaint response and management course run by Massey University with the Insurance & Financial Services Ombudsman Scheme (IFSO), has reached 100 enrolments, attracting advisers from across the industry.
Dr Pushpa Wood, Director of the university’s financial and education research centre, says a quarter are from the health and life insurance sector, 10% each from finance companies, superannuation schemes and travel insurers, 15% from financial advice providers, and 30% from general insurers.
Dr Wood says it was a strategic decision to partner with the IFSO Scheme and that feedback from course participants has been “…positive and encouraging”.
Andrew Gunn, Strategic Partnerships Manager at the IFSO Scheme, says better complaint skills are getting positive outcomes.
“Not only for the customers, but the staff involved,” he says. “The video learning in the short course modules are very practical and can be applied straight away in your work.”