Interpreting Policy Language

About the Case

Kayla Huxley, a 31-year-old nurse from Gary, Indiana, is meeting with an insurance officer to clarify the technical language in her policy. While diligent and practical, she feels frustrated and anxious about not fully understanding her coverage due to the complex jargon.

As the insurance officer, your task is to simplify the policy terms, explain the coverage and exclusions in a clear manner, and provide reassurance that her family’s needs are adequately protected.

Learning Objectives:

Thoroughly understanding the policy to explain technical terms clearly and accurately
Communicating policy details simply to ensure the client understands the coverage
Acknowledging the client’s concerns with empathy and providing reassurance
Addressing the client’s questions patiently without rushing through explanations
Maintaining professionalism to ensure the client feels supported and confident

Skills Assessed

Technical Knowledge
Communication Skills
Empathy
Patience
Professionalism

Customize Your Case
No technical knowledge required.

With the AI-Humans platform, create fully customizable AI-powered immersive scenarios for soft skills training. You have the power to:

Outline the case details
Define assessment rubrics
Select a character of your choice
Define user and character roles
Select virtual location suitable to case

Interpreting Policy Language

Character’s Role

Confused Insurance Client

User’s Role

Insurance Executive

Scenario Location

Insurance Executive’s Office

Customize Your Case
No technical knowledge required.