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Mental Health Training from Rightsteps

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Improving mental health support

We are committed to improving mental health understanding within the insurance industry. Through a combination of CII CPD accredited training resources, including an online course and a short webinar series, we aim to equip advisers and ABI member frontline staff with the tools and knowledge needed to better understand and support insurance customers with mental health conditions.

Mental Health

We know that improving mental health support is a priority for our members and their customers. 

We also recognise that many people living with mental illness feel discriminated against because of their mental health and can struggle to find the insurance they want and need.

The training, which has been developed in collaboration with employee health and wellbeing specialists Rightsteps, is designed for use by anyone who talks to insurance customers.  

Webinar series: 

Our newly developed webinar series focuses on two areas: stress at work, and burnout & resilience. They offer practical strategies to aid insurance frontline staff in supporting customers with current or past mental health conditions. 

It is: 

  • Free of charge, online and CPD-eligible for CII members. 
  • Two online, 1-hour webinars, which are also available to watch after the event

Webinar 1: Burnout & Resilience

  • January 16, 2025, 11:00-12:00 

Webinar 2: Stress at Work 

  • February 20, 2025, 11:30-12:30 

Online Course: 

Our online CII-accredited mental health training platform is designed to improve frontline colleagues’ understanding of mental health, and the support they can offer, when engaging with customers. It is: 

  • Free of charge, online and CPD-eligible for CII members. 

The course covers three critical areas of mental health knowledge: 

Introduction to mental health

Increase awareness and understanding of common mental health conditions.

Managing conversations

Develop skills for open, honest and effective conversations with insurance customers.

Individual vulnerability and crisis management

Improve communication skills to respond to people experiencing a mental health crisis

This course takes approximately two hours to complete online, or 30 mins per module, making it flexible and accessible for busy professionals. To start your mental health training, simply visit the platform and register. 

Improve your understanding of mental health

We can help improve customer experience by listening to concerns and offering helpful and relevant insurance advice. Conversations between frontline insurance staff and customers are a vital part of this process.

CII accreditedWe know that improving mental health support is a priority for our members and their customers. The two webinars and online training course will help you to understand the mental health challenges customers face, to treat them with empathy, and help them all find the right information and specialist advice on insurance. .

Mental health is often a barrier to insurance

Research by Mental Health UK shows:

86% of people affected by mental illness say they don’t know where to go for independent advice on insurance that may involve declaring a mental health condition.

68% believe they have been unfairly discriminated against because of their mental health.

45% say the process of applying for insurance has left them feeling distressed.

56% want insurers to be clear about how an applicant’s mental health will have an impact on their application.

* Research by Mental Health UK

By providing empathetic, informed support, we can help customers access the insurance they need while boosting employee confidence and business performance.