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ICOBS - Cancellation and Claims

20 Minutes
For all staff
UK

ICOBS applies to all non-investment insurance business and sets the FCA's rules for cancellation and claims. This 20-minute course covers the rules that apply when a policy is cancelled, including cancellation rights and timing, and the rules governing claims handling from notification through to settlement or decline.

Cancellation and claims are the two moments a customer finds out what their policy is actually worth, and both generate complaints out of proportion to the volume of transactions. Delays and unclear decline reasons are the usual causes. Training the staff who handle these processes improves outcomes at the point the FCA measures most closely and reduces referrals to the Ombudsman.

What you’ll learn in
this course

Know the rules that apply in relation to cancellation of insurance policies
Know the rules for claims handling

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Suspicious Activity Reporting

Microlearning 5 Minutes Financial Crime For all staff

Employees must report any knowledge or suspicion of money laundering or terrorist financing to the Money Laundering Reporting Officer.

Politically Exposed Persons

Microlearning 5 Minutes Financial Crime For all staff

Politically exposed persons present a high risk of money laundering due to their influence and access to state resources.

Enhanced Customer Due Diligence

Microlearning 5 Minutes Financial Crime For all staff

Enhanced customer due diligence is required for high-risk customers, including politically exposed persons, high-value transactions and clients from high-risk jurisdictions.

Customer Due Diligence

Microlearning 5 Minutes Financial Crime For all staff

Customer due diligence helps protect us against financial crime by verifying customer identities and understanding their business activities.

Understanding Terrorist Financing

Microlearning 5 Minutes Financial Crime For all staff

Terrorist groups rely on financial support from various sources, both intentional and unintentional.

Terrorist Financing Red Flags

Microlearning 5 Minutes Financial Crime For all staff

Terrorist groups use legal and illegal methods to raise and move funds, often exploiting financial systems to conceal their activities.

Screening Employees in Safeguarding Roles

Microlearning 5 Minutes ESG For all staff

The Safeguarding Vulnerable Groups Act protects children and vulnerable adults from harm by preventing unsuitable individuals from working with them.

Identifying Who is Vulnerable

Microlearning 5 Minutes ESG For all staff

Vulnerable individuals are those who face heightened risks of harm, abuse, neglect or exploitation due to various circumstances.

Understanding ESG

Microlearning 5 Minutes ESG For all staff

Companies are increasingly expected to integrate environmental, social and governance principles into their operations to attract investors.

Unconscious Bias

Microlearning 5 Minutes Preventing Harassment For all staff

Unconscious bias occurs when we make judgments about people based on past experiences, cultural influences or assumptions.

Stereotyping

Microlearning 5 Minutes For all staff

Stereotypes are generalised beliefs about individuals or groups that can lead to prejudice and bias.

Victimisation

Microlearning 5 Minutes For all staff

Victimisation occurs when someone is treated unfairly for making or supporting a complaint under the Equality Act.

The Protected Characteristics

Microlearning 5 Minutes Preventing Harassment For all staff

The UK's Equality Act protects individuals from discrimination based on nine protected characteristics, ensuring a fair and inclusive workplace.

Tying and Bundling

Microlearning 5 Minutes For all staff

Tying and bundling involve selling a product or service with another commitment or package.

Resale Price Maintenance

Microlearning 5 Minutes For all staff

Resale price maintenance involves manufacturers controlling how retailers price their products.

Online Selling Restrictions

Microlearning 5 Minutes For all staff

Competition law ensures fair sales practices and prohibits restrictions that limit competition.

Vertical Agreements

Microlearning 5 Minutes For all staff

Vertical agreements between manufacturers, wholesalers and retailers can restrict competition and harm consumers.

Cartels

Microlearning 5 Minutes For all staff

Competition in a free market encourages businesses to innovate, improve quality and reduce prices for consumers.

Anti-Competitive Agreements

Microlearning 5 Minutes For all staff

Competition laws ensure fair business practices by preventing anti-competitive agreements that restrict market competition.

GDPR Subject Access Requests

Microlearning 5 Minutes Data Protection (GDPR) For all staff

Individuals have the right to access their personal data and organisations must respond to subject access requests (SARs) within legal timeframes.

GDPR Individual Rights

Microlearning 5 Minutes Data Protection (GDPR) For all staff

The General Data Protection Regulation (GDPR) grants individuals eight specific rights over their personal data, ensuring transparency and control.

GDPR International Transfers

Microlearning 5 Minutes Data Protection (GDPR) For all staff

The international transfer of personal data is restricted to ensure individuals' privacy rights are protected when data is sent abroad.

GDPR Legitimate Interests

Microlearning 5 Minutes Data Protection (GDPR) For all staff

Legitimate interests is a flexible lawful basis for processing personal data, but it requires balancing business needs with individuals' rights.

GDPR Lawful Bases for Processing

Microlearning 5 Minutes Data Protection (GDPR) For all staff

The General Data Protection Regulation (GDPR) requires organisations to have a lawful basis for processing personal data, chosen from six legal grounds.

GDPR and Consent

Microlearning 5 Minutes Data Protection (GDPR) For all staff

Consent is one of the six lawful bases for processing personal data under the GDPR, requiring individuals to give clear, informed and voluntary agreement.

GDPR Principle 7

Microlearning 5 Minutes Data Protection (GDPR) For all staff

The seventh principle of the GDPR, accountability, requires organisations to take responsibility for compliance and demonstrate good governance in data protection.

GDPR Principle 5

Microlearning 5 Minutes Data Protection (GDPR) For all staff

The fifth principle of the GDPR, storage limitation, requires that personal data be retained only for as long as necessary for its intended purpose.

GDPR Principle 4

Microlearning 5 Minutes Data Protection (GDPR) For all staff

The fourth principle of the GDPR, accuracy, requires that personal data must be correct, up to date and not misleading.

GDPR Principle 3

Microlearning 5 Minutes Data Protection (GDPR) For all staff

The third principle of the GDPR, data minimisation, requires that personal data collected must be adequate, relevant and limited to what is necessary.

GDPR Principle 2

Microlearning 5 Minutes Data Protection (GDPR) For all staff

The second principle of the GDPR, purpose limitation, requires that personal data be collected for specified, explicit and legitimate purposes.

Special Category Data

Microlearning 5 Minutes Data Protection (GDPR) For all staff

In many workplaces, sensitive data, including special category data, is collected and requires extra care.

Corrupt Hiring Practices

Microlearning 5 Minutes Bribery Prevention For all staff

Bribery risks in hiring arise when jobs or internships are offered in exchange for business favours or political influence.

Bribery Offences and Penalties

Microlearning 5 Minutes Bribery Prevention For all staff

Bribery is a serious offence that carries severe consequences for individuals and companies.

Think Before You Click

Microlearning 5 Minutes DORA Cybersecurity For all staff

Clicking on malicious links or attachments is one of the most common ways cybercriminals infect IT systems with malware.

Guide to Secure Remote Working

Microlearning 5 Minutes DORA Cybersecurity For all staff

Remote work provides flexibility but also introduces cybersecurity risks that can compromise company data and systems.

CEO Fraud

Microlearning 5 Minutes DORA Cybersecurity For all staff

CEO fraud is a type of Business Email Compromise where cybercriminals impersonate executives to trick employees into making payments or sharing confidential information.

Advising Customers on Cybersecurity

Microlearning 5 Minutes DORA Cybersecurity For all staff

Cybersecurity is everyone's responsibility, including guiding customers to protect themselves from online threats.

Using Wi-Fi safely

Microlearning 5 Minutes DORA Cybersecurity For all staff

Wi-Fi connectivity offers convenience but also exposes devices and data to security risks if not properly managed.

Transferring Information Securely

Microlearning 5 Minutes DORA Cybersecurity For all staff

Securely transferring information is essential to protect sensitive data from breaches, legal risks and business disruptions.

Supply Chain Cybersecurity

Microlearning 5 Minutes DORA Cybersecurity For all staff

A company’s cybersecurity is only as strong as its weakest link and supply chain vulnerabilities can expose businesses to major breaches.

Secure Web Browsing

Microlearning 5 Minutes DORA Cybersecurity For all staff

Practicing safe web browsing helps to reduce security risks and protect sensitive information.

Tailgating and Piggybacking

Microlearning 5 Minutes DORA Cybersecurity For all staff

Cybersecurity is not just about digital protection but also involves securing physical access to critical systems.

Information Security on the Move

Microlearning 5 Minutes DORA Cybersecurity For all staff

Handling company information securely, especially when working remotely or traveling, is essential to prevent data breaches and security risks.

Reacting to Password Breaches

Microlearning 5 Minutes DORA Cybersecurity For all staff

Password breaches can lead to unauthorised access, fraud and data theft, often resulting from weak passwords, phishing or insecure networks.

Creating Strong Passwords

Microlearning 5 Minutes DORA Cybersecurity For all staff

Strong password protection is essential to safeguarding company systems from cyber threats such as brute force attacks and password guessing.

Vishing

Microlearning 5 Minutes DORA Cybersecurity For all staff

Vishing is a social engineering attack where cybercriminals use phone calls to trick individuals into revealing sensitive information.

Video Conferencing

Microlearning 5 Minutes DORA Cybersecurity For all staff

Video conferencing is a vital business tool, but it also presents security and privacy risks if not used correctly.

Smishing

Microlearning 5 Minutes DORA Cybersecurity For all staff

Smishing is a targeted phishing scam that uses deceptive text messages to gain sensitive information.

Ransomware

Microlearning 5 Minutes DORA Cybersecurity For all staff

Ransomware is a type of malware that encrypts files and demands payment for their release, often causing severe financial and operational damage.

Malware

Microlearning 5 Minutes DORA Cybersecurity For all staff

Malware is malicious software designed to harm or exploit computer systems, ranging from viruses and ransomware to spyware and botnets.

Bring Your Own Device Security

Microlearning 5 Minutes DORA Cybersecurity For all staff

Bring Your Own Device (BYOD) policies offer convenience and flexibility but also introduce cybersecurity risks.

Zero Trust Cybersecurity

Microlearning 5 Minutes DORA Cybersecurity For all staff

The zero trust cybersecurity model ensures IT systems remain inaccessible by default, requiring strict verification before granting access.

Data Protection Impact Assessments

Microlearning 5 Minutes Data Protection (GDPR) For all staff

Data Protection Impact Assessments (DPIAs) are used to evaluate our data processing activities and mitigate risks to individuals.

Understanding Facilitation Payments

Microlearning 5 Minutes Bribery Prevention For all staff

Facilitation payments are small, unofficial payments made to speed up routine services, but they are considered bribes under anti-bribery and corruption laws.

Understanding Sexual Harassment

Microlearning 5 Minutes Preventing Harassment For all staff

Sexual harassment is unwanted behaviour of a sexual nature that violates a person’s dignity or creates an intimidating, hostile or offensive environment.

Personal Data Breaches

Microlearning 5 Minutes Data Protection (GDPR) For all staff

Personal data breaches can occur through hacking, human error or unauthorised access, leading to serious legal and reputational consequences.

Understanding the GDPR

Microlearning 5 Minutes Data Protection (GDPR) For all staff

The General Data Protection Regulation (GDPR) sets out key principles for handling personal data and protecting individuals' rights.

Preventing Tipping Off

Microlearning 5 Minutes Financial Crime For all staff

Tipping off is a criminal offence that occurs when someone under investigation for financial crime is made aware of the suspicion against them.

Common Cyber Threats

Microlearning 5 Minutes DORA Cybersecurity For all staff

Cyber threats such as phishing, malware, ransomware and unsecured networks pose significant risks to businesses.

Understanding Information Security

Microlearning 5 Minutes DORA Cybersecurity For all staff

Information security is essential to protect sensitive business and customer data from unauthorised access, breaches and cyber threats.

Horizontal Agreements

Microlearning 5 Minutes For all staff

Competition drives innovation, fair pricing and better services for customers.

Deepfake Awareness

Microlearning 5 Minutes DORA Cybersecurity For all staff

Deepfakes use artificial intelligence to create fake images, audio or videos that can deceive individuals and organisations.

Interacting on Social Media

Microlearning 5 Minutes ESG For all staff

Social media offers great opportunities for communication, but it also presents risks to data protection, security and reputation.

Forced Labour Indicators

Microlearning 5 Minutes ESG For all staff

Forced labour is a serious violation of human rights, often hidden within workplaces and supply chains.

Crossing the Line into Sexual Harassment

Microlearning 5 Minutes Preventing Harassment For all staff

Sexual harassment is not limited to physical actions but can also involve words, gestures and persistent unwanted attention.

Targets of Sexual Harassment

Microlearning 5 Minutes Preventing Harassment For all staff

Sexual harassment can occur in various forms and affects everyone in the workplace.

Compliments vs Sexual Harassment

Microlearning 5 Minutes Preventing Harassment For all staff

Genuine compliments can be part of a positive workplace, but inappropriate remarks can cross the line into sexual harassment.

Foreign Agent Bribery Risk

Microlearning 5 Minutes Bribery Prevention For all staff

Using third-party agents can expose businesses to bribery risks if due diligence is ignored.

Understanding Conflicts of Interest

Microlearning 5 Minutes ESG For all staff

A conflict of interest is where competing interests interfere with the exercising of judgement in a relationship.

Manual Handling

Microlearning 5 Minutes Health & Safety For all staff

Manual handling tasks, such as lifting, carrying, pushing or pulling objects, can lead to injuries if not done correctly.

Slips and Trips

Microlearning 5 Minutes Health & Safety For all staff

Slips and trips are among the most common causes of workplace injuries, often resulting in serious harm such as fractures or concussions.

Identity Fraud

Microlearning 5 Minutes Fraud Prevention For all staff

Identity fraud occurs when criminals steal personal information to commit fraud, often leading to financial loss and reputational damage.

Understanding Fraud

Microlearning 5 Minutes Fraud Prevention For all staff

Fraud is a deliberate act of deception aimed at obtaining an unfair advantage, often causing harm to individuals or organisations.

Speak Up

Microlearning 5 Minutes For all staff

Speaking up against misconduct or unethical behaviour can be challenging, but it is essential to maintaining integrity in the workplace.

Business Email Compromise

Microlearning 5 Minutes DORA Cybersecurity For all staff

Business Email Compromise (BEC) is a targeted cyberattack where criminals impersonate executives or hack accounts to steal money or sensitive information.

Money Laundering Red Flags

Microlearning 5 Minutes Financial Crime For all staff

Detecting and reporting money laundering red flags is essential for maintaining anti-money laundering (AML) compliance.

Whistleblowing

Microlearning 5 Minutes For all staff

Whistleblowing is the act of reporting wrongdoing such as fraud, bribery or safety breaches to protect an organisation and its stakeholders.

Abuse of Position

Microlearning 5 Minutes Fraud Prevention For all staff

Fraud by abuse of position occurs when someone in a position of trust dishonestly exploits their role for personal gain or to cause loss to others.

Spot a Phishing Attempt

Microlearning 5 Minutes DORA Cybersecurity For all staff

Phishing emails are fraudulent attempts by cybercriminals to trick individuals into revealing sensitive information.

Gifts and Hospitality

Microlearning 5 Minutes Bribery Prevention For all staff

Gifts and hospitality can create a risk of actual or perceived bribery if not handled correctly.

Understanding Bribery

Microlearning 5 Minutes Bribery Prevention For all staff

Bribery is not always obvious and can take many subtle forms, from lavish gifts to preferential treatment.

Third-Party Harassment

Microlearning 5 Minutes For all staff

Third‑party harassment is unwanted behaviour by someone who is not an employee, such as a customer, supplier, contractor or visitor.

Conduct Rule 6: Act to deliver good outcomes for retail customers

Microlearning 5 Minutes For all staff

Financial services professionals must act in good faith, prevent foreseeable harm and support customers in achieving their financial objectives.

Conduct Rule 5: Observe proper standards of market conduct

Microlearning 5 Minutes For all staff

Financial markets rely on trust, integrity and adherence to established rules and ethical behaviour.

Conduct Rule 4: Pay due regard to the interests of customers and treat them fairly

Microlearning 5 Minutes For all staff

Financial services professionals must always act in the best interests of customers and ensure they are treated fairly.

Conduct Rule 3: Be open and cooperative with the FCA, the PRA and other regulators

Microlearning 5 Minutes For all staff

Financial services firms and employees must be open and cooperative with regulators, including the Financial Conduct Authority and the Prudential Regulation Authority.

Conduct Rule 2: Act with due skill, care and diligence

Microlearning 5 Minutes For all staff

People working in financial services must act with due skill, care and diligence, ensuring their actions do not harm customers or the financial system.

Conduct Rule 1: Act with Integrity

Microlearning 5 Minutes For all staff

Integrity is a fundamental principle in financial services, ensuring ethical conduct and maintaining customer trust.

Making Decisions at a Charity

Microlearning 5 Minutes For all staff

Charity decision-making must be guided by principles that ensure actions are within the charity's powers, aligned with its purpose and in its best interests.

Communicating with the Charity Commission

Microlearning 5 Minutes For all staff

Effective communication with the Charity Commission is essential for compliance, transparency and maintaining public trust.

Protecting Intellectual Property Rights

Microlearning 5 Minutes For all staff

Intellectual property (IP) includes original creations such as artistic works, inventions, trademarks and trade secrets that can be owned, licensed or sold.

Unwanted Behaviour of a Sexual Nature

Microlearning 5 Minutes Preventing Harassment For all staff

Sexual harassment is unwanted behaviour of a sexual nature that can create an intimidating, degrading or hostile work environment.

Minimum Disclosure Rules

Microlearning 5 Minutes For all staff

The Common Reporting Standard was introduced to prevent offshore tax evasion, but authorities continue to find ways in which it is being circumvented.

The Three Characteristics of Harassment

Microlearning 5 Minutes Preventing Harassment For all staff

Harassment in the workplace occurs when unwanted behaviour violates a person's dignity or creates an intimidating or offensive environment.

Mental Health at Work

Microlearning 5 Minutes Health & Safety For all staff

Stress, anxiety and depression are major workplace health risks, accounting for over half of work-related ill-health cases.

Noise

Microlearning 5 Minutes Health & Safety For all staff

Prolonged or excessive noise can cause stress, hearing damage and other health risks.

COSHH

Microlearning 5 Minutes Health & Safety For all staff

Exposure to hazardous substances in the workplace can cause serious health conditions, including respiratory diseases and skin disorders.

10 Steps to Healthy Working

Microlearning 5 Minutes Health & Safety For all staff

A fast-paced work environment can take a toll on physical and mental health if risks are not managed.

The Fraud Triangle

Microlearning 5 Minutes Fraud Prevention For all staff

Fraud is often committed by ordinary people who find themselves in difficult situations and make poor choices.

Mandatory Leave

Microlearning 5 Minutes Fraud Prevention For all staff

Mandatory leave is time off that certain organisations enforce to help prevent fraud, errors and other risk incidents.

Economic Crime and Corporate Transparency Act 2023

Microlearning 5 Minutes Fraud Prevention Failure to Prevent Fraud For all staff

The Economic Crime and Corporate Transparency Act 2023 expands corporate liability for fraud and financial crimes.

False Representation

Microlearning 5 Minutes Fraud Prevention For all staff

Fraud by false representation happens when someone deliberately provides misleading or untrue information for personal or financial gain.

Supplier Fraud

Microlearning 5 Minutes Fraud Prevention For all staff

Supplier fraud occurs when vendors engage in deceptive practices, such as false invoicing, overpricing or bribery.

Unexplained Wealth Orders

Microlearning 5 Minutes Financial Crime For all staff

Unexplained wealth orders allow law enforcement to seize assets if their owners cannot justify their wealth as coming from a legitimate source.

Indirect Discrimination

Microlearning 5 Minutes For all staff

Indirect discrimination occurs when seemingly neutral policies disadvantage certain groups based on protected characteristics like age, sex, disability, race and religion.

Direct Discrimination

Microlearning 5 Minutes For all staff

Discrimination occurs when individuals are treated unfairly due to characteristics like sex, age, race or disability.

Risks in the Use of AI

Microlearning 5 Minutes Cybersecurity For all staff

This training highlights how AI can be used effectively while identifying and addressing potential risks.

Abuse of Dominant Position

Microlearning 5 Minutes For all staff

Companies with significant market power must compete fairly without distorting competition.

Dawn Raids

Microlearning 5 Minutes For all staff

A dawn raid is an unannounced investigation by a regulator or law enforcement agency, often related to suspected financial crimes or anti-competitive practices.

Trade Association Red Flags

Microlearning 5 Minutes For all staff

Trade association meetings serve legitimate purposes but can pose competition risks if sensitive business information is exchanged.

GDPR Principle 6

Microlearning 5 Minutes Data Protection (GDPR) For all staff

The sixth principle of the GDPR, integrity and confidentiality, requires that personal data be protected against unauthorised access, loss or damage.

GDPR Principle 1

Microlearning 5 Minutes Data Protection (GDPR) For all staff

The first principle of the GDPR requires that personal data must be processed lawfully, fairly and transparently.

Controllers and Processors

Microlearning 5 Minutes Data Protection (GDPR) For all staff

The differences between data controllers and data processors are crucial to understanding data protection obligations.

Neurodiversity Awareness

Microlearning 5 Minutes Health & Safety For all staff

Misunderstanding neurodiversity can leave employees unsupported and limit workplace potential.

Information Classification

Microlearning 5 Minutes DORA Cybersecurity For all staff

This training helps employees understand different levels of information classification, their restrictions and how to handle data securely.

Multi-factor Authentication

Microlearning 5 Minutes DORA Cybersecurity For all staff

Multi-factor authentication (MFA) enhances security by requiring users to verify their identity through multiple authentication methods.

Spear Phishing

Microlearning 5 Minutes DORA Cybersecurity For all staff

Spear phishing targets specific individuals with convincing emails designed to deceive them.

Device Hygiene

Microlearning 5 Minutes DORA Cybersecurity For all staff

Device hygiene is the practice of keeping digital devices secure and free from cyber threats to protect company data and networks.

The Three Stages of Money Laundering

Microlearning 5 Minutes Financial Crime For all staff

Money laundering is the process criminals use to disguise illicit funds as legitimate income through placement, layering and integration.

Understanding Harassment

Microlearning 5 Minutes Preventing Harassment For all staff

Harassment is unwanted conduct that violates a person’s dignity or creates an intimidating or offensive environment.

Failing to Disclose Information

Microlearning 5 Minutes Fraud Prevention For all staff

Fraud can occur when someone deliberately withholds information to gain an unfair advantage or cause loss to others.

Display Screen Equipment

Microlearning 5 Minutes Health & Safety For all staff

Correctly setting up display screen equipment (DSE) is crucial for maintaining comfort and preventing strain or injury.

Understanding Sanctions

Microlearning 5 Minutes Financial Crime For all staff

Sanctions restrict business dealings with specific individuals organisations or countries to support global peace, human rights and crime prevention.

Understanding Modern Slavery

Microlearning 5 Minutes ESG For all staff

Modern slavery remains a persistent, inhumane practice affecting millions through forced labour, trafficking and exploitation.

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