Error culture in insurance companies - dealing with errors in a constructive and customer-orientated way

Fehlerkultur in Versicherungsunternehmen – Konstruktiv und kundenorientiert mit Fehlern umgehen
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Cultural Fit

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Leading teams


Total time 70 minutes

A positive error culture plays a key role in ensuring that the members of your insurance team learn from mistakes and are therefore able to continuously develop customer advice and support. In this e⁠-⁠training course, managers therefore learn how they can establish and promote a customer-oriented error culture in insurance companies.


Target group

  • Managers in the sale of insurance products

Learning objectives

  • Know the characteristics, types and potential benefits of errors

  • Understand how the concepts of blame culture and just culture differ and what effects a positive error culture has in the insurance company

  • Understand what constitutes a positive error culture and how it encompasses different error strategies depending on the context of the organisation

  • Know useful methods of error prevention and error management and use them in the insurance company

  • Learning from mistakes as a team and being able to grow from them in order to continuously ensure and improve the quality of customer advice


Allowing for errors
Building trust
Learning from mistakes
Continuously optimizing
Managing teams
Setting an example

Authoring tool



Moderated video lectures
Animated illustrative videos
Enacted scenes
Transfer tasks
Interactive elements
Key messages
Knowledge Check
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