Bespoke Training for a UK Insurance Company

Case Study: Bespoke Psychological Skills-Based Workplace Training for a UK Insurance Company

Head Level partnered with a Mental Health Claims team at a UK insurance company to deliver a fully customised psychological skills-based workplace programme. 

Understanding the Business and Its People

From the beginning, our team was committed to understanding the company’s culture, values, and the unique challenges faced by the Mental Health Claims team. They spent time onsite meeting Healthcare Associates, Team Managers, and senior staff, listening to calls and exploring their customer journey. Immersing in the company’s day‑to‑day work ensured we gained an appreciation of the emotionally complex situations colleagues manage every day.

Tailored Training That Truly Fit the Organisation

Rather than delivering an off‑the‑shelf programme, Head Level adapted content to reflect the company’s role, ethos, and expectations. This bespoke approach ensured the training felt relevant and practical.

Although some colleagues were initially apprehensive, our trainer quickly created a safe, supportive, and engaging learning environment which encouraged natural participation. 

Responsive, Iterative Improvement

After the first cohort completed the training, feedback was actively encouraged and acted upon. Some colleagues felt certain elements were slightly too clinical for a corporate audience. We quickly refined the content, making considered adjustments before delivering the programme to a second cohort the following week.

The impact was clear:

First cohort rating: 4.8 / 5

Second cohort rating: 5 / 5

Meaningful, Lasting Impact

The training has had a significant and lasting effect on the company’s Mental Health Claims team. Colleagues reported increased confidence, improved capability, and a deeper understanding of how to support customers experiencing mental health difficulties. The practical skills and insights gained have already made a tangible difference in daily interactions.

A Highly Valued Partnership

“We thoroughly enjoyed working with Head Level and would not hesitate to recommend them. Professionally, they delivered an exceptional training programme; personally, they were a pleasure to work with. I cannot thank Christine, Sam, and the wider team enough for the support they provided and the positive impact they have had on our people.”