Delivering Remote Training for a Specialty Insurer


As part of the roll-out of a new Delegated Authority system, r10 was engaged by our client to deliver training and business readiness before January renewal activity began in earnest.

What was the challenge?

Against the backdrop of the COVID-19 lockdown, the client’s key challenge was migrating their training approach to be delivered completely remotely.

How did r10 help?

  • Training Needs Analysis and Planning – Detailed training needs analysis and planning were completed to ensure effective training delivery that met the specific requirements of the client. We created user learning groups by division and function, identifying relevant areas of focus for each group and overlaps between users across groups. We then defined relevant use cases, mapping them to user groups and training sessions.


  • Scheduling – Knowing training would be delivered at peak activity period, sessions were booked as soon as the training plan was approved to give users enough time to manage their schedules. Larger user groups were given several training slots, allowing them to attend the session that best suited them. For smaller groups, a convenient time that worked for the majority was set. The group size for each session was capped to ensure effective user participation in a remote setup.


  • Communications – To encourage user engagement in the training, communications were sent by the client’s senior leaders to highlight the importance of the training with prerequisites to maximise learning. The sessions were designed with an interactive and energetic style to optimise engagement, this worked well with attendees.


  • Content – It was vital to ensure that content was kept crisp – long enough to equip users with the knowledge required to perform the job but succinct enough to maintain participant engagement. Bite-sized videos covering general features and functions of the system were pre-recorded and made available for users to access in their own time. Virtual classroom sessions were used to demonstrate new processes alongside the system and provided an opportunity for users to ask questions with key steps pre-populated in the demos to ensure efficient use of time.


  • Disaster Scenario Planning – To manage the risk of disruption due to technology failure, a thorough disaster scenario plan was prepared. Mitigation steps taken included pre-recording and sharing the system demo, recording sessions for potential re-run or future use and prior testing of both the r10 and client networks to ensure seamless usage of MS Teams as a delivery channel.


  • Post-training support – Alongside email and phone support, regular drop-in sessions were scheduled following the training. These sessions were designed as virtual surgeries to provide an opportunity for users to drop in and get guidance on any specific queries, problems or tasks using the live processes and system.

What was the outcome?

The training was successfully delivered within the project timeframe with positive feedback from users and senior leaders alike. It enabled the user community to get to grips with the new system and processes for the coming January renewal season and beyond.