How we addressed these challenges
Targeting Band 2 underwriters, we developed game-based training that would improve employees’ case analysis and communication skills with brokers and claims teams.
Together we developed a comprehensive learner journey which included:
- Videos from senior stakeholders at Hiscox
- SKILLS minigames
- Microsoft Excel case studies that underwriters downloaded and worked on
- BEHAVIOUR simulations featuring dialogues with brokers and the Chief Underwriter about the Excel case studies
- Optional e-learning
“It doesn’t feel like training. The way it’s presented is much more engaging. It makes you want to complete it.”
Senior Underwriter | Hiscox
Simulation training provides a safe place to fail
Taking part in role plays can be an intimidating experience for employees, particularly new starters. The reason: the fear of failure can cause trainees to conform to the expectations of their peers rather than trust their own decision-making skills. It’s why a safe place to fail is a key differentiator for simulation training.
“It’s a very safe space to make errors. You’re not going to get everything right the first time and that’s okay. It’s good to have another go.”Explained Regional Underwriting Manager Charles Friend.
“That’s definitely what sets this apart from textbook or classroom training where you might be in front of your peers and feel embarrassed by making mistakes.”
Measurable and scalable training
While classroom-based training can, to some extent, meet the demands of small companies, it’s not scalable at speed across globally – or even nationally – distributed organisations like Hiscox.
“It was a lot easier when I first joined; there was only about 400 of us. It’s a bit more challenging now there’s 3,500,” said Global Head of Learning Des Bishop.
Adopting Attensi’s solutions dramatically helped Hiscox scale their training. Without the need for underwriters to travel and attend classroom-based training, they have reduced 60 hours of training time to just three hours.
Time-saved wasn’t the only stat that Hiscox tracked. They also logged key data, including how many times users were repeating the training and their performance across each module.