The learner can: Describe the structure of the insurance market and explain the roles of the various parties involved. No distinction differentiator. Portfolio Reflective discussion Fail Pass briefly describe the main product and services which are commonly available in the insurance market No distinction differentiator. Portfolio Reflective discussion Fail Pass Explain the policy cover, extensions, limitations and exclusions relevant to the role. No distinction differentiator. Portfolio Reflective discussion Fail Pass Describe how the role carried out contributes to the business achieving its' overall objectives. No distinction differentiator. Portfolio Reflective discussion Fail Pass 1.2 Risk and Regulatory A good understanding of general insurance and internal compliance activities required e.g. data protection. Understanding of the role of the Financial Conduct Authority and other appropriate regulatory bodies. The learner can: Summarise the legal and insurance principles which are relevant to the role. No distinction differentiator. Portfolio Reflective discussion Fail Pass Describe the role of the Financial Conduct Authority and other regulatory bodies which are No distinction differentiator. Portfolio Reflective discussion Fail Pass
relevant to the role. Identify the legal and regulatory requirements which apply to the role and describe the organisational policies and procedures for complying with these. No distinction differentiator. Portfolio Reflective discussion Fail Pass 1.3 Clients and Colleagues An understanding of the importance of the relationships required to be successful in the role and to ensuring client needs are met. The learner can: Describe the roles and responsibilities of colleagues and their relevance to the role. No distinction differentiator. Portfolio Reflective discussion Fail Pass Explain the importance of understanding the needs of clients and of delivering good client experiences. No distinction differentiator. Portfolio Reflective discussion Fail Pass Explain the importance of developing good relationships with clients and colleagues. No distinction differentiator. Portfolio Reflective discussion Fail Pass Describe the impact of own actions on relationships with clients and colleagues. No distinction differentiator. Portfolio Reflective discussion Fail Pass 1.4 Processes and Procedures A clear understanding of processes and procedures relevant in their own technical area of delivery and a basic understanding of the impact on the wider organisation and industry. The learner can:
Describe the organisational policies and procedures that apply to the role. No distinction differentiator. Portfolio Reflective discussion Fail Pass Identify how the organisational policies and procedures that apply to the role have an impact on the wider organisation. No distinction differentiator. Portfolio Reflective discussion Fail Pass Identify how the organisational policies and procedures that apply to the role align to market agreements and procedures. No distinction differentiator. Portfolio Reflective discussion Fail Pass 1.5 Commercial awareness An understanding of business benefits and commercial realities. Understanding the wider environment in which an organisation operates; its customers, competitors and suppliers. Also an awareness of the need for efficient and cost effective practices in relation to the market place within which the company operates. The learner can: Describe the organisation's key business objectives and identify how achievement of these can be affected by the wider environment in which the business operates. No distinction differentiator. Portfolio Reflective discussion Fail Pass Describe how change within the market place can impact the organisation. No distinction differentiator. Portfolio Reflective discussion Fail Pass Identify direct competitors in the market place No distinction differentiator. Portfolio Reflective discussion Fail Pass
and their potential impact on the organisation. Explain the importance of the organisation operating in an efficient and cost effective manner and the potential consequences of not adopting efficient working practices. No distinction differentiator. Portfolio Reflective discussion Fail Pass Skills 2.1 Technical ability Adherence to relevant processes and procedures using technical ability and proficient IT skills to deliver good outcomes for the business. The learner consistently: The learner can: Demonstrates an awareness of team objectives and works to contribute to these. Demonstrates a clear understanding of both team and overall business objectives and drives own contribution to these. Portfolio Reflective discussion Fail Pass Distinction Carries out work in accordance with organisational policies, procedures and service standards. No distinction differentiator. Portfolio Reflective discussion Fail Pass Distinction Works within own authority levels and limits of responsibility. acts as a point of referral for others Portfolio Reflective discussion Fail Pass Distinction Makes sure knowledge of relevant insurance products and/or is proactive in updating own knowledge of relevant insurance products Portfolio Reflective discussion Fail Pass Distinction
services is up to date. and/or services and shares this information with others Uses knowledge of insurance products and/or services to meet client needs and expectations. uses knowledge of insurance products and/or services to exceed customer needs and expectations Portfolio Reflective discussion Fail Pass Distinction Maintains accurate and complete records of all work carried out. No distinction differentiator. Portfolio Reflective discussion Fail Pass Distinction Uses IT skills proficiently when carrying out work. demonstrates excellent IT skills and uses these to identify more efficient ways of working Portfolio Reflective discussion Fail Pass Distinction 2.2 Relationship development The development and management of positive working relationships, through a variety of mediums, handling & resolving client queries through effective verbal/written/IT skills. The learner consistently: The learner: Develops and maintains positive working relationships with all stakeholders. Uses networking opportunities to enhance own contribution to the business. Portfolio Reflective discussion Fail Pass Distinction Balances the needs of customers and the organisation. Is innovative in approach to meeting customer needs which also benefits the organisation. Portfolio Reflective discussion Fail Pass Distinction
Identifies and uses the most appropriate methods of communication. effectively with stakeholders at all levels. Portfolio Reflective discussion Fail Pass Distinction Communicates effectively verbally, in writing in various mediums. Prepares and structures non standard in a way that promotes Portfolio Reflective discussion Fail Pass Distinction Identifies and resolves client queries. Evaluates client queries to identify potential customer service trends. Portfolio Reflective discussion Fail Pass Distinction 2.3 Effective working Ability to work in a variety ways to achieve results, e.g. collaboratively or independently. Demonstrating attention to detail, appropriate time management and a problem solving approach to all work undertaken. The learner consistently: The learner: Works both independently and collaboratively with other colleagues in own work area. Works both independently and collaboratively with stakeholders both inside and outside the organisation to deliver positive outcomes. Portfolio Reflective discussion Fail Pass Distinction Plans, prioritises and organises own time and work to meet business requirements, objectives and timescales. Evaluates own use of time to suggest more efficient ways of working. Portfolio Reflective discussion Fail Pass Distinction Monitors the progress of own work and revises Seeks out opportunities to support colleagues to Portfolio Reflective discussion Fail Pass Distinction
plans where necessary. ensure the delivery of work outputs for the team. Identifies when work plans cannot be met and informs those who are affected. Identifies when work plans will not be met and develops alternative solutions to ensure work outputs are delivered on time. Portfolio Reflective discussion Fail Pass Distinction Demonstrates attention to detail. No distinction differentiator. Portfolio Reflective discussion Fail Pass Distinction Proactively identifies and resolves problems. Pro-actively identifies and resolves problems before customers become aware of them. Portfolio Reflective discussion Fail Pass Distinction 2.4 Governance Demonstration of an understanding of regulatory requirements, including data protection and treating customers fairly. Understanding of specific threats The learner consistently: The learner: Makes sure own work complies with relevant legal requirements. No distinction differentiator. Portfolio Reflective discussion Fail Pass Distinction Makes sure own work complies with relevant industry regulations. No distinction differentiator. Portfolio Reflective discussion Fail Pass Distinction Identifies any instances of actual or potential non compliance with relevant regulations and Identifies any instances of actual or potential non compliance with relevant regulations Portfolio Reflective discussion Fail Pass Distinction
reports these to the relevant person. and takes action to correct these in line with organisational procedures. Responds to changes in organisational policies and procedures resulting from regulatory requirements Proactively identifies changes to organisational polices and procedures which would help to meet regulatory requirements. Portfolio Reflective discussion Fail Pass Distinction Keeps own work information confidential and secure. No distinction differentiator. Portfolio Reflective discussion Fail Pass Distinction Identifies potential threats and opportunities to the business and escalates these in line with company procedures. Identifies potential threats before they have an impact and identifies potential solutions. Portfolio Reflective discussion Fail Pass Distinction Behaviour 3.1 Drive to excel Demonstration of motivation and enthusiasm in the role, remaining positive in challenging situations and constantly seeking both to learn and to bring out the best of themselves, e.g. uses initiative and drive to ensure a complex client query is followed through to completion. The learner consistently: The learner: Shows a pragmatic approach to finding solutions. Is able to critically analyse options prior to offering solutions. Portfolio Reflective discussion Fail Pass Distinction Demonstrates energy and drive in achievement of personal and business objectives. Exceeds personal and business objectives. Portfolio Reflective discussion Fail Pass Distinction
Works independently on routine tasks and accepts more challenging work in order to develop. Works independently on more complex tasks and identifies own development opportunities. Portfolio Reflective discussion Fail Pass Distinction 3.2 Communication Strong verbal and written communication demonstrating active listening, positive questioning and enquiry to build effective relationships, e.g. gathering information from clients to understand their insurance needs. Ask appropriate and thoughtful questions The learner consistently: The learner: Has the courage to when appropriate. Challenges, questions and provides alternate solutions. Portfolio Reflective discussion Fail Pass Distinction Has developed and sustains sound business relationships with managers, clients and peers. proactively develops wider business relationships for the benefit of the business. Portfolio Reflective discussion Fail Pass Distinction Adapts communication, style and approach to ensure they meet the needs of different people or audiences. Shows an ability to use new styles and methodology to meet the needs of different people. Portfolio Reflective discussion Fail Pass Distinction 3.3 Personal Accountability Proactive in personal development, taking initiative and ownership for learning. Demonstrating commitment to the role and the insurance industry, e.g. creating own development plan, identifying opportunities to develop in the role. An awareness of the importance of credibility and professionalism in the role The learner consistently: The learner: Demonstrates transparency in all areas of work. Takes ownership in correcting the mistakes of self and others Portfolio Reflective discussion Fail Pass Distinction
when necessary. Demonstrates organisational, legal and regulatory competency. Acts as a role model for legal and regulatory competency. Portfolio Reflective discussion Fail Pass Distinction Works within agreed priorities. Is able to manage multiple priorities effectively. Portfolio Reflective discussion Fail Pass Distinction Knows where to find information and asks questions when unsure or wishes to develop a deeper understanding. Knows where to find information and asks questions to develop a deeper Portfolio Reflective discussion Fail Pass Distinction 3.4 Innovation A creative, imaginative, inquisitive, and challenging approach. Able to suggest improvements where appropriate. Proactively able to challenge the status quo. Aware of the types of decisions the role requires The learner consistently: The learner: Adapts as change happens. Can positive change. Portfolio Reflective discussion Fail Pass Distinction Researches and analyses information and identifies solution based on facts Researches and analyses information and makes innovative based on facts Portfolio Reflective discussion Fail Pass Distinction Contributes ideas and alternative ways of working. Proactively contributes ideas & alternative ways of working Portfolio Reflective discussion Fail Pass Distinction 3.5 Professionalism
Displays honesty and integrity in actions and approach to work and clients. Demonstrates the principle of utmost good faith, e.g. acts honestly when dealing with customer queries, ensuring that they are treated fairly. The learner consistently: The learner: Demonstrates client centricity. Goes beyond client expectations. Portfolio Reflective discussion Fail Pass Distinction Has a professional principled approach that embodies organisation’s values. Is recognised as a role model of the organisation’s values. Portfolio Reflective discussion Fail Pass Distinction Takes responsibility and is accountable for own actions. Takes responsibility and is solution centred when faced with difficulties. Portfolio Reflective discussion Fail Pass Distinction
Explain how the insurance market is structured and operates. No distinction differentiator. Portfolio Reflective discussion Fail Pass Distinction Describe the roles and key activities of the various parties involved and how they interact. No distinction differentiator. Portfolio Reflective discussion Fail Pass Distinction Describe the main products and services commonly available in the insurance market and explain how they are applied. No distinction differentiator. Portfolio Reflective discussion Fail Pass Distinction 1.2 Risk and Regulatory A comprehensive understanding of the Financial Services legal and regulatory framework and organisational policies and procedures to ensure compliance. Demonstrates an understanding of how a range of situations may be affected by legal and insurance principles. The apprentice can: Explain the key legal and insurance principles and how they apply in the role. No distinction differentiator. Portfolio Reflective discussion Fail Pass Distinction Explain how the insurance principles have been affected and modified by legislation. No distinction differentiator. Portfolio Reflective discussion Fail Pass Distinction Explain the roles and responsibilities of the regulators of the financial services industry. No distinction differentiator. Portfolio Reflective discussion Fail Pass Distinction Evaluate how the organisation ensures compliance through their policies and procedures. No distinction differentiator. Portfolio Reflective discussion Fail Pass Distinction Explain the consequences of non-compliance for yourself, the No distinction differentiator. Portfolio Reflective discussion Fail Pass Distinction 1
Proactively identify, generate and develop peer and professional relationships and networks both within and outside the organisation. Takes responsibility for acting as a formal representative of the organisation within own organisation or the wider marketplace. Portfolio Reflective discussion Fail Pass Distinction Take into account different needs, expectations and personal styles when interacting with stakeholders. Confidently explores and uses a range of behavioural styles to communicate effectively with stakeholders at all levels within and/or outside the organisation. Portfolio Reflective discussion Fail Pass Distinction Use relationships to deliver excellent customer service and business outcomes. No distinction differentiator. Portfolio Reflective discussion Fail Pass Take action to improve the reliability of customer service based on customer feedback, gaining the help and support of others. Works collaboratively to evaluate customer service feedback in order to identify trends in the reliability of customer service. Portfolio Reflective discussion Fail Pass Distinction Share knowledge and experience with colleagues to empower them to resolve customer issues in unfamiliar situations. Actively seek opportunities to build own knowledge and experience of customer issues beyond the immediate requirements of the role and Portfolio Reflective discussion Fail Pass Distinction
Identify and propose process improvements. No distinction differentiator. Portfolio Reflective discussion Fail Pass 2.4 Governance Applies legal and regulatory requirements to work compliantly, whilst promoting a culture of Treating Customers Fairly. Assesses whether organisational processes and procedures and those that follow them are compliant with legal and regulatory requirements. The apprentice can: The consistently apprentice: Apply legal and regulatory requirements to work compliantly. No distinction differentiator. Portfolio Reflective discussion Fail Pass Promote a culture of treating customers fairly in self and others. No distinction differentiator. Portfolio Reflective discussion Fail Pass Identify instances of potential and takes appropriate action in accordance with organisational requirements. Makes suggestions designed to prevent the repeat of instances of potential Portfolio Reflective discussion Fail Pass Highlight changes in legal and regulatory requirements and their potential impact on organisational processes and procedures. Makes suggestions for changes to processes and procedures for the organisation in response to changes in legal and regulatory requirements. Portfolio Reflective discussion Fail Pass Distinction 2.5 Advice and support Provides technical advice and support to others on complex insurance matters. The apprentice can: The consistently apprentice: Use technical knowledge and experience to provide advice and support to others Is pro-active in developing and sharing technical knowledge and Portfolio Reflective discussion Fail Pass Distinction
on complex insurance matters. experience beyond the immediate requirements of the role. Behaviour 3.1 Drive to excel An understanding of own and company performance measures and the application of this knowledge to contribute positively to key business objectives. Shares own knowledge and experience to support others to achieve personal and business objectives. The apprentice can: The consistently apprentice: Evaluate self against own and company performance measures to contribute positively to key business objectives. Setting and evaluating personal targets to exceed company performance measures in a drive to excel in role. Portfolio Reflective discussion Fail Pass Distinction Use knowledge and experience of more challenging situations to advise and coach others in achieving personal and business objectives. Pro-actively seeks to enhance own understanding of how to deal with new and more challenging situations and shares this information for the benefit of others. Portfolio Reflective discussion Fail Pass Distinction 3.2 Communication Adapts communication and resources to take account of the target audience including less experienced colleagues. Presents information accurately and effectively using more complex communication methods such as reports and presentations. Communicates using the necessary technical language but articulates this in a way that others can understand. The apprentice can: The consistently apprentice: Adapt communication method, style and approach to take account of the Embraces the use of a wide range of methods, Portfolio Reflective discussion Fail Pass Distinction
delivering the required outcomes of the role and showcases a positive image of the insurance industry. the and proactively promotes the insurance industry. Distinction 3.4 Innovation Proactively able to challenge the status quo by considering the feasibility of suggested ideas and improvement considering the impact they may have on business objectives. The apprentice can: The consistently apprentice: Constructively challenge and question the status quo in achieving business objectives. Considers challenges and makes effective contributions to work concerning process improvements. Portfolio Reflective discussion Fail Pass Distinction Demonstrate innovation in suggesting ideas and improvements, having evaluated their feasibility and impact on business objectives. Demonstrating innovation in own team and the wider organisation. Portfolio Reflective discussion Fail Pass Distinction 3.5 Professionalism Truthful, sincere in their actions (even when not the easiest) and demonstrates Utmost Good Faith. Demonstrates role model behaviour in approach to colleagues, clients and partners. The apprentice can: The apprentice consistently: Consistently act in a professional, principled and ethical manner, including when interacting with stakeholders. Acts as a role model for professional, principled and ethical behaviour and promoting these values in others. Portfolio Reflective discussion Fail Pass Distinction Take responsibility and is accountable for own actions. Supports others by taking Portfolio Reflective discussion Fail Pass Distinction