Insurance inspectors have traditionally been a key liaison between customer and company. However, the digitalization of a wide array of tasks has seen their role transition more toward sales and coaching and away from inspections alone. At the same time, the role of in-house trainers as technicians and specialists has also evolved as use of digital training resources has grown.
inspectors trained
in-house coaches trained
"classroom-based" training days avoided
The inspectors were “coached” to help them become coaches themselves and mentally adapt to their new responsibilities. This involved first coaching in-house trainers for six months, who were then tasked with coaching the inspectors. After initial trials proved successful, the company opted to roll out the initiative nationwide.
