TMIM Training Catalogue. Pg l 1

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1 TMIM Training Catalogue 2018 Pg l 1

2 What s is in the Training Catalogue? Here s a snapshot of what the Training Catalogue looks like: Interactive Menu Tab Ethics for General Insurance Agents*NEW Agency Underwriting & Claims Procedures *NEW Jr Jr Professional Development Program (Programs to up-skill our agents / MO to be more competent and professional in carrying their day to day tasks) Blue Ocean Selling Strategy (BOSS) *NEW Agents Unleash The Power in You Agents Technical/Product Knowledge (Programs that provide the agents / MO with the technical know-how and mechanism of insurance product / TMIM product) Understanding Fire Insurance Understanding Personal Accident Insurance Understanding Miscellaneous Accident*NEW Understanding Engineering Insurance Classes Program list For who? Pg l 2

3 How do I use the Training Catalogue? 1) By clicking on the Interactive Menu Tab (e.g: I have clicked on the Professional Development on the interactive menu tab and it directs me to the Professional Development page below) 2) By clicking on the Program Name (e.g: I have clicked on the Blue Ocean Selling Strategy (BOSS) and it directs me to the program page) Pg l 3

4 2018 Training Calendar Program Foundation Stage (Programs designed for those agents / MO who are new to the insurance industry) Ethics for General Insurance Agents*NEW Agency Underwriting & Claims Procedures *NEW Jr Jr Professional Development Program (Programs to up-skill our agents / MO to be more competent and professional in carrying their day to day tasks) Blue Ocean Selling Strategy (BOSS) *NEW Agents Unleash The Power in You Agents Technical/Product Knowledge (Programs that provide the agents / MO with the technical know-how and mechanism of insurance product / TMIM product) Understanding Fire Insurance Understanding Personal Accident Insurance Understanding Miscellaneous Accident*NEW Understanding Engineering Insurance Classes Understanding Business Interruption Insurance / Fire Consequential Loss Understanding Liability Insurance*NEW Risk Based SME / SMI Pg l 4

5 2018 UPSKILLING PROGRAM FOR AGENTS Enrollment: Please note that program registration can only be done through TOKIONET. You may click link below to have access to the online portal. PROGRAM LOCATION MONTH START DATE PROGRAM TITLE PROGRAM CATEGORY NO. OF SESSIONS KUALA LUMPUR JULY 6-Jul-2018 UNDERSTANDING PERSONAL ACCIDENT INSURANCE TECHNICAL / PRODUCT 1 10-Jul-2018 UNDERSTANDING MISCELLANEOUS INSURANCE TECHNICAL / PRODUCT 1 19-Jul-2018 AGENCY UNDERWRITING AND CLAIMS PROCEDURES FOUNDATION 1 31-Jul-2018 UNDERSTANDING ENGINEERING INSURANCE TECHNICAL / PRODUCT 1 AUGUST 3-Aug-2018 UNDERSTANDING BUSINESS INTERRUPTION / FIRE CONSEQUENTIAL LOSS TECHNICAL / PRODUCT 1 6-Aug-2018 UNDERSTANDING FIRE INSURANCE TECHNICAL / PRODUCT 1 7-Aug-2018 ETHICS FOR GENERAL INSURANCE AGENTS FOUNDATION 1 10-Aug-2018 UNDERSTANDING BUSINESS INTERRUPTION / FIRE CONSEQUENTIAL LOSS TECHNICAL / PRODUCT 1 15-Aug-2018 BLUE OCEAN SELLING STRATEGY PROFESSIONAL DEVELOPMENT 1 17-Aug-2018 RISK BASED SME / SMI TECHNICAL / PRODUCT 1 SEPTEMBER 6-Sep-2018 BLUE OCEAN SELLING STRATEGY PROFESSIONAL DEVELOPMENT 1 20-Sep-2018 UNDERSTANDING MISCELLANEOUS INSURANCE TECHNICAL / PRODUCT 1 26-Sep-2018 UNDERSTANDING LIABILITY INSURANCE TECHNICAL / PRODUCT 1 OCTOBER 10-Oct-2018 RISK BASED SME / SMI TECHNICAL / PRODUCT 1 15-Oct-2018 UNDERSTANDING FIRE INSURANCE TECHNICAL / PRODUCT 1 1-Oct-2018 ETHICS FOR GENERAL INSURANCE AGENTS FOUNDATION 1 KUALA LUMPUR Count 16 PENANG JULY 26-Jul-2018 RISK BASED SME / SMI TECHNICAL / PRODUCT 1 AUGUST 13-Aug-2018 UNDERSTANDING LIABILITY INSURANCE TECHNICAL / PRODUCT 1 9-Aug-2018 BLUE OCEAN SELLING STRATEGY PROFESSIONAL DEVELOPMENT 1 SEPTEMBER 26-Sep-2018 AGENCY UNDERWRITING AND CLAIMS PROCEDURES FOUNDATION 1 OCTOBER 17-Oct-2018 ETHICS FOR GENERAL INSURANCE AGENTS FOUNDATION 1 NOVEMBER 1-Nov-2018 UNDERSTANDING MISCELLANEOUS INSURANCE TECHNICAL / PRODUCT 1 PENANG Count 6 JOHOR BHARU JULY 18-Jul-2018 UNDERSTANDING BUSINESS INTERRUPTION / FIRE CONSEQUENTIAL LOSS TECHNICAL / PRODUCT 1 12-Jul-2018 UNDERSTANDING FIRE INSURANCE TECHNICAL / PRODUCT 1 25-Jul-2018 ETHICS FOR GENERAL INSURANCE AGENTS FOUNDATION 1 SEPTEMBER 4-Sep-2018 UNLEASH THE POWER IN YOU PROFESSIONAL DEVELOPMENT 1 20-Sep-2018 UNDERSTANDING LIABILITY INSURANCE TECHNICAL / PRODUCT 1 JOHOR BHARU Count 5 IPOH AUGUST 16-Aug-2018 UNDERSTANDING PERSONAL ACCIDENT INSURANCE TECHNICAL / PRODUCT 1 1-Aug-2018 BLUE OCEAN SELLING STRATEGY PROFESSIONAL DEVELOPMENT 1 SEPTEMBER 19-Sep-2018 AGENCY UNDERWRITING AND CLAIMS PROCEDURES FOUNDATION 1 OCTOBER 10-Oct-2018 UNDERSTANDING MISCELLANEOUS INSURANCE TECHNICAL / PRODUCT 1 IPOH Count 4 Pg l 5

6 MALACCA JUNE 28-Jun-2018 UNLEASH THE POWER IN YOU PROFESSIONAL DEVELOPMENT 1 21-Jun-2018 ETHICS FOR GENERAL INSURANCE AGENTS FOUNDATION 1 SEPTEMBER 6-Sep-2018 UNDERSTANDING MISCELLANEOUS INSURANCE TECHNICAL / PRODUCT 1 OCTOBER 3-Oct-2018 AGENCY UNDERWRITING AND CLAIMS PROCEDURES FOUNDATION 1 MALACCA Count 4 ALOR SETAR JULY 13-Jul-2018 RISK BASED SME / SMI TECHNICAL / PRODUCT 1 AUGUST 8-Aug-2018 UNDERSTANDING BUSINESS INTERRUPTION / FIRE CONSEQUENTIAL LOSS TECHNICAL / PRODUCT 1 SEPTEMBER 18-Sep-2018 BLUE OCEAN SELLING STRATEGY PROFESSIONAL DEVELOPMENT 1 ALOR SETAR Count 3 KLANG JUNE 21-Jun-2018 UNDERSTANDING FIRE INSURANCE TECHNICAL / PRODUCT 1 JULY 18-Jul-2018 RISK BASED SME / SMI TECHNICAL / PRODUCT 1 AUGUST 16-Aug-2018 BLUE OCEAN SELLING STRATEGY PROFESSIONAL DEVELOPMENT 1 KLANG Count 3 KOTA KINABALU JUNE 28-Jun-2018 UNDERSTANDING BUSINESS INTERRUPTION / FIRE CONSEQUENTIAL LOSS TECHNICAL / PRODUCT 1 JULY 17-Jul-2018 UNLEASH THE POWER IN YOU PROFESSIONAL DEVELOPMENT 1 AUGUST 16-Aug-2018 UNDERSTANDING ENGINEERING INSURANCE TECHNICAL / PRODUCT 1 KOTA KINABALU Count 3 SEREMBAN JULY 18-Jul-2018 UNDERSTANDING PERSONAL ACCIDENT INSURANCE TECHNICAL / PRODUCT 1 AUGUST 14-Aug-2018 UNDERSTANDING MISCELLANEOUS INSURANCE TECHNICAL / PRODUCT 1 20-Aug-2018 BLUE OCEAN SELLING STRATEGY PROFESSIONAL DEVELOPMENT 1 SEREMBAN Count 3 KUANTAN JULY 5-Jul-2018 UNDERSTANDING BUSINESS INTERRUPTION / FIRE CONSEQUENTIAL LOSS TECHNICAL / PRODUCT 1 SEPTEMBER 20-Sep-2018 AGENCY UNDERWRITING AND CLAIMS PROCEDURES FOUNDATION 1 KUANTAN Count 2 MENTAKAB JUNE 28-Jun-2018 UNDERSTANDING FIRE INSURANCE TECHNICAL / PRODUCT 1 JULY 23-Jul-2018 UNDERSTANDING BUSINESS INTERRUPTION / FIRE CONSEQUENTIAL LOSS TECHNICAL / PRODUCT 1 MENTAKAB Count 2 KUCHING AUGUST 17-Aug-2018 UNDERSTANDING ENGINEERING INSURANCE TECHNICAL / PRODUCT 1 SEPTEMBER 28-Sep-2018 UNLEASH THE POWER IN YOU PROFESSIONAL DEVELOPMENT 1 KUCHING Count 2 KUALA TERENGGANU JUNE 25-Jun-2018 ETHICS FOR GENERAL INSURANCE AGENTS FOUNDATION 1 KUALA TERENGGANU Count 1 SIBU JULY 20-Jul-2018 ETHICS FOR GENERAL INSURANCE AGENTS FOUNDATION 1 SIBU Count 1 KOTA BHARU JULY 19-Jul-2018 UNDERSTANDING FIRE INSURANCE TECHNICAL / PRODUCT 1 KOTA BHARU Count 1 BATU PAHAT JUNE 29-Jun-2018 UNDERSTANDING PERSONAL ACCIDENT INSURANCE TECHNICAL / PRODUCT 1 BATU PAHAT Count 1 TAWAU JULY 18-Jul-2018 ETHICS FOR GENERAL INSURANCE AGENTS FOUNDATION 1 TAWAU Count 1 SANDAKAN SEPTEMBER 5-Sep-2018 UNDERSTANDING PERSONAL ACCIDENT INSURANCE TECHNICAL / PRODUCT 1 SANDAKAN Count 1 MIRI AUGUST 25-Sep-2018 UNDERSTANDING ENGINEERING INSURANCE TECHNICAL / PRODUCT 1 MIRI Count 1 SEGAMAT JUNE 28-Jun-2018 ETHICS FOR GENERAL INSURANCE AGENTS FOUNDATION 1 SEGAMAT Count 1 Pg l 6

7 Foundation Pg l 7

8 Ethics for General Insurance Agents This training program will covers the right ethics, regulation imposed by regulators to the agents, unfair trade and code of practices for general insurance agents. At the end of the program, participants will be able to: Conduct their business in a professional and ethical manner Conform to and comply with all regulatory requirements Session 1-Introduction to Ethics What is Ethics? Influence of Legislation Influence of the Professionals Influence and Actions of the Agents Impact of Agent s Behavior & Ethical Decisions Benefits of Ethical Conduct in Business Session 2-Ethics And The Regulatory Environment Role of Bank Negara Malaysia(BNM) Role of Persatuan Insurans Am Malaysia (PIAM) Key Points of FSA Schedule 9 Product Disclosure Sheet, Compliance & PDPA Termination, Suspension, Rejection of Agency Minimum Requirements to maintain Agency Guidelines on CPD Hours & Minimum Annual Premium Session 3-Unfair Trade Practices Misrepresentation Guidelines for Insurance Advertising Defamation Unfair Claim Settlement Practices Create and maintain trust and confidence Session 4-Code of Practice for General Insurance Agents General Sales Principles Explanation of the Contract Disclosure of Underwriting Information Accounts and Financial Aspects Documentation Existing Policyholders Claims Assistance Session 5-Cash Before Cover (CBC) Agents and Junior Marketing Officers 1 day 9:00am 5:00pm Pg l 8

9 Agency Underwriting and Claim Procedures Field underwriting allows insurance Agents & MOs to set realistic expectations for their clients. When the client knows what to expect, the underwriting process will be smoother, less confusing and less time-consuming for all parties involved. For an insurance agent, good field underwriting can help build credibility and boost his or her reputation with both the client and office underwriters. At the time of a claim, the role of an insurance agent is most critical where the insurance agent can make the claims process go smoother. It is important for insurance agents to be able to give valuable advice and learn how to resolve issues and other common claim problems. At the end of the program, participants will be able to: Explain the legal consideration in underwriting and what are the option available as an underwriter State and briefly explain the main component in the policy documents Briefly explain the claims process and basis of settlement Module 1 Legal considerations in underwriting risks, both individual and commercial Hazards: Physical and Moral Decision options available to underwriters Module 2 Clauses General and Specific Conditions. General and Specific Exclusions Schedule Endorsement Warranties Excess & Franchise Module 3: Claims Handling Service standards Fraud prevention and detection. The Claims process Role of loss adjusters. Claims settlement: Recovery. Salvage. Average. Deductibles. Types of settlement Agents and Junior Marketing Officers 1 day 9:00am 5:00pm Pg l 9

10 Professional Development Pg l 10

11 Blue Ocean Selling Strategy (BOSS) Many insurance agents and as many as 75% of them only sell motor insurance to their clients in Malaysia. They are not diversifying into non-motor insurance such as fire, medical, Personal Accidents and many others insurance products to SME and SMI.By focusing on one sector is called RED OCEAN. As such,the agents stand to lose the opportunity to earn more income and wider market share. This BOSS seminar is to train the agents to embrace Blue Ocean mentality which is to venture out into non-motor sectors. At the end of the program, participants will be able to: Make the transition from motor insurance to non-motor insurance How to do cross selling from motor to PA, Medical and fire Dramatically improve need identification and solution development Increase the effectiveness of presentation skills Tap into SME/SMI business Increase income Open up new market Module 1 : Identify Your Current General Insurance Market (RED OCEAN) Where is your market now How much income are you generating from your market Is your market Growing, Stagnant or Declining? Module 2 : Discover and Identify The New Market (Blue Ocean) What and where is Blue Ocean? How to approach your new market? Module 3 : How To Break Into Non-Motor Business: SME/SMI What are the needs of SME/SMI and where to find it Understand customer behaviours of SME?SMI Module 4 : Mastering The Selling Skills To SME/SMI : Skill-set NO.1 Is Building Business Rapport Skills Your professional image and business acumen Sell your company s strength Module 5 : Mastering The Selling Skills To SME/SMI : Skill-set NO.2 Is Discover Client s Non-Motor Insurance Needs Using S.P.I.N What is SPIN in selling general insurance Module 6 : Mastering The Selling Skills To SME/SMI : Skill-set NO.3 Is Effective Presentation Skills How to prepare the Features and Benefit of your products How to Present it How to influence and close the sales Module 7 : Mastering The Selling Skills To SME/SMI : Skill-set NO.4 Is How To Manage Objection What are the common objections from SME/SMI How to manage the objections How to turn objection into your advantage Agents 1 day 9:00am 5:00pm Pg l 11

12 Unleash The Power in You (NLP) is a psychological technology and the scientifically proven tools that has evolved out of modeling human excellence, which is made available today for personal empowerment and human transformation. This one day workshop will have you explore new ways of using NLP tools and discover your motivating factor that will put you on the path to achieving your dreams. At the end of the program, participants will be able to: Identify key factors of being Motivated that influence the success of any individual Apply MOTIVATE model that can bring success to the agents in Tokio Marine Insurance Set Intention that may improve personal/professional relationship Introduction Context setting Current beliefs Define Success Your Current Motivation in Tokio Marine APPLY Setting Intention Analogy of Brain wave Power of the intention Practice setting intention Link through Visualization Your Observation M.O.T.V.A.T.E. Model of creating success and the winning edge Motivational Values and purpose that they are in Tokio Marine Observe Limiting Beliefs Think of Positive Past Experience Inspire Yourself Visualize your dreams Associate with New Possibilities Translate into Visible form to Create Vision Engage Emotionally Agents 1 day 9:00am 5:00pm Pg l 12

13 Technical/Product Knowledge Pg l 13

14 Understanding Fire Insurance Fire insurance is property insurance covering damage and losses caused by fire. The purchase of fire insurance in addition to homeowner's or property insurance helps to cover the cost of replacement, repair, or reconstruction of property, above the limit set by the property insurance policy. At the end of the course, participants would be able to: recognize the size and significance of fire insurance in Malaysia identify the scope of cover in fire insurance and building construction classification name the function and important of fire extraneous perils describe the structure of fire insurance policy conditions and more complex clauses classify the fire extinguishing appliances in Revised Fire Tariff outline the importance of survey as a critical element to risk assessment and underwriting process explain the claims procedures involved in fire claim distinguish the coverage and significant differences` of Industrial All Risks insurance with fire insurance Chapter 1 The fundamental of fire insurance Chapter 2 The building construction classification Chapter 3 The various extraneous perils available in the revised fire tariff Chapter 4 Analysis of fire insurance clauses Chapter 5 Fire Extinguishing Appliances Chapter 6 Risk assessment practice using survey Chapter 7 Fire insurance claims procedures Chapter 8 The industrial all risks policy Marketing Officers / Agents 1 day 9:00am 5:00pm Pg l 14

15 Understanding Personal Accident Insurance The personal accident insurance intention is to protect an individual against death and permanent disablement. Personal Accident insurance or PA insurance is an annual policy which provides compensation in the event of injuries, disability or death caused solely by violent, accidental, external and visible events. This policy will provide 24 hours worldwide cover At the end of the program, participants will be able to: Understand the scope, functionality and the importance of Personal Accident Coverage Explain and application of the benefits of Personal Accident Insurance Application of the underwriting process Application of the principles and practices in Personal Accident insurance pricing Understand the future prospects of Personal Accidents and do cross selling Session 1 Features / Characteristics of Personal Accident Insurance (Recap) Session 2 Underwriting process (Recap & Case Studies) Session 3 Computation of pricing for Personal Accidents (Case study) Session 4 Claims objectives and procedures (Recap & case studies Session 5 Personal Accident / Cross Selling (Case studies) Marketing Officers / Agents 1 day 9:00am 5:00pm Pg l 15

16 Understanding Miscellaneous Insurance Miscellaneous Insurance is the combination of various insurance products. This training program will enable the participants to have the strong foundation of the subjects covered. At the end of the program, participants will be able to: Identify and classify the various underwriting considerations for Miscellanous Accidents Insurance Apply the guiding principles in the rating of miscellaneous insurance Appreciate the importance of survey to risk assessment and evaluation as part of the underwriting process Utilize management information system for efficient and effective strategic decision making Understand the claims procedures for Miscellaneous Accident insurance claims Session 1 Underwriting consideration Session 2 Rating Session 3 Survey Session 4 Management Information System Session 5 - Claims Marketing Officers / Agents 1 day 9:00am 5:00pm Pg l 16

17 Understanding Engineering Insurance Classes This course provides participants with extensive knowledge and understanding of the subject matter and the opportunity to apply their learning to work based experience. The program is very comprehensive that provide scope of cover for CAR /EAR as well as the claims aspects. At the end of the program, participants will be able to: Discovering the important and the background and the legal principle, policy structure and the general scope of coverage for CAR and EAR policy Distinguishing the difference between CAR and EAR policy and the policy provisions that governing the policy coverage Classifying the various general / general risks that affect the CAR and EAR policy Comparing the subject matters of the CAR and EAR policy and also its relevant special conditions and Warranties Analyzing the consideration and request for underwriting information and documents Session 1 An Introduction To CAR and EAR Insurance Session 2 CAR/EAR Policy Coverage Session 3 The General Perils Pertaining To CAR And EAR Insurance Session 4 The Specific Risk Pertaining To Building, Civil And Mechanical Electrical And Associated Works Course Contents Session 5 The Material Damage Section Coverages, Exclusions And Conditions Examining the underwriting assessment on risk factors associated with a project or contract, the information and the rating approaches Analyzing the salient features of risk inspection and various risk identification and management practices at contract sites Discussing and evaluating the various underwriting consideration in writing various type of construction risks including the coverage on defective design and poor workmanship Comparing the Standard construction condition of contract and its application Session 6 The Underwriting Consideration And Request For Information Session 7 Assessment Of Risks And Rating Factors Session 8 Engineering Risk Inspection, Survey And Risk Improvement, Recommendations Course Contents Session 9 Underwriting Treatment And Other Matters Session 10 Standard Construction Condition Of Contract And Application Course Contents Marketing Officers / Agents Marketing Officers / Agents 1 day 9:00am 5:00pm Pg l 17

18 Understanding Business Interruption Insurance This course provides participants with extensive knowledge and understanding of the Business Interruption Insurance. The program is very comprehensive that provide scope of cover for Business Interruption Insurance as well as the claims aspects. At the end of the program, participants will be able to: Gain a deeper understanding of the scope of cover in business interruption insurance Identify various forms of specifications in business interruption insurance Recognise the clauses and extensions in business interruption insurance Explain how Dual Basis Wages work Express the claim preparation, procedure and settlement work Recognise the scope of cover for Advance Loss of Profit Insurance and how it work Appreciate the practical issues in business interruption insurance Session 1 The Introduction and Malaysian market of Business Interruption Insurance Section 2 The financial statements, the policy, gross profit specification Section 3 Other specifications Section 4 Clauses and extensions Session 5 Insurance & wages Session 6 Claims settlement procedures Session 7 Advance Loss of profit (ALOP) Session 8 Risk Management, Underwriting and Practical issues Case study Marketing Officers / Agents 1 day 9:00am 5:00pm Pg l 18

19 Understanding Liability Insurance This course provides participants with extensive knowledge and understanding of the subject matter and the opportunity to apply their learning to work based experience. The program is very comprehensive that provide scope of cover for Liability Insurance as well as the claims aspects. At the end of the program, participants will be able to: Able to relate the Malaysian Legal System with the English Common Law. Able to distinguish between Common Law, Equity and Statute Able to express General Principles of Liability Able to express General Principles of Insurance as applicable to Liability Insurance Able to Identify branches of Law of Torts relevant to Liability Insurance Introduction of Liability Insurance Malaysian Legal system and English Common Law General Principles of Insurance as applicable to Liability Insurance Law of Torts Negligence in Liability Insurance Negligence Damages / Liability Liability Insurance Personality Liability Insurance Defense Liability Insurance Other Torts Doctrine of Vicarious Liability Defamation - Liability Insurance Liability Insurance Cover Business Premises - Liability Insurance Product Liability Insurance Risk exposure Professional Indemnity Insurance Insurable Profession Directors and Officer Liability Personal Liability Insurance Marketing Officers / Agents 1 day 9:00am 5:00pm Pg l 19

20 Risk Based SME / SMI This course provides participants with extensive knowledge and understanding of the subject matter and the opportunity to apply their learning to work based experience. The program is very comprehensive that provide scope of cover for SME / SMI and the relevant insurance classes to cater this market. At the end of the program, participants will be able to: Have the overall overview of SMI / SME in Malaysia Identify the potential hazards that may cause destruction or damage to the properties Able to seek the best term to secure SMI / SMI business for the insured An of SMI/SME in Malaysia Step 1 Understand the Risk in question know the business or manufacturing operations. Identify the inherent or potential hazards that may cause destruction or damage to the properties, fatal injuries not only to employees but also to the third party. Step 2 Do an Assets Listing and Valuation Exercise? Discuss and recommend the best valuation method (Reinstatement Value, Replacement Value, Market Value, Agreed Value, Pecuniary Value etc) Step 3 Know the Insurance Products and the many variations that provide protection to the expected loss or outcome. Step 4 Seek the best terms from the Underwriter to give you a better chance to secure the business Step 5 Draft the Insurance Program using a designed template Draft a covering letter with high impact closing Seek appointment to present the Insurance Program Step 6 Get ready for the presentation First impression counts Use of presentation aids Body language and look for buying signals Closing and signing on the dotted line Marketing Officers / Agents 1 day 9:00am 5:00pm Pg l 20

21 Thank you