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New Apprenticeship case study from broker


Caravan Guard Limited is a brokerage which works with a single underwriter to create personal lines schemes based on their own bespoke wordings.  As the name suggests, caravans and motorhomes are its speciality but it also caters for other products including residential park homes via its sister brand Leisuredays.

Its call centre has a primarily young workforce which is trained to deal specifically in their own in-house products. This presented a teaching challenge as they were not familiar with the basic principles of general insurance.

Why did they sign up?

Caravan Guard's HR Manager was attracted to Apprenticeships because CII qualifications could be obtained and competency tested with minimal time away from the phones! Staff signed up to the scheme on a voluntary basis - they were keen to gain a wider understanding of the world of insurance beyond that gained from their internal training for Caravan Guard's existing schemes.

What did this do?

This has helped staff to address customer needs better as they understood what other products the customer might have already come across and be comparing; as well as how the claims were dealt with and why certain decisions were made. The investment made the staff feel valued with the result that there was more commitment and enthusiasm in the workplace.

Qualified staff also help the company move into other insurance markets.

The Apprenticeship has been well-promoted locally and on our recruitment website strengthening our image as an investor in staff development.

What do the staff say?

"Since joining Caravan Guard in 2008, I've been given the opportunity to complete external qualifications as well as internal training. I was surprised to be given the chance to gain a professional qualification, but jumped at the opportunity. Caravan Guard even supplied a tutor in work time to help with our study." 
Rebecca Brier, Caravan Guard Advanced Insurance Adviser

"I thought I knew everything I needed to know about insurance and my job, but this qualification really opened my eyes. It's been great to be given the opportunity and I'm sure it will benefit me and help customers too."
Nicola Horsman, Caravan Guard Claims Liaison Officer

"Despite a lot of work being involved it hasn't had too much of an impact on my social time as the exams, tutoring and revision have all been arranged within working hours. I am really pleased I work for a company that wants to develop its employees."
Graham Dobson, Caravan Guard Management Accountant

To find out more about Apprenticeships where you are, please click here.
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