Critical Thinking & Decision-Making Skills

Insurance Upskill delivers a customised short course on critical thinking & decision-making skills. It teaches key communication and cognitive skills, enabling the attendees to critically analyse information using independent thought to make decisions. Also integrated within the course is the application and use of INSURE, a bespoke critical thinking model developed by Jeff Heasman.  This is a model that has been rolled out with huge success across Europe and the Asia-Pacific region.  Specialists such as brokers, underwriters, senior managers and claims handlers, are currently using INSURE with great success.  Here are some of the reported benefits, with participants experiencing an increase in:

  • confidence.
  • time management.
  • assertiveness.
  • relationship quality (internal and external).
  • mental well-being.



Our course is delivered by our specialist in cognitive skills within the global insurance industry, Jeff Heasman. Jeff has delivered courses worldwide, with great success due to his INSURE model.  He has over 15 years of experience working in the global insurance industry and is currently completing a doctoral thesis in automated v human decision-making in the insurance industry and its impact on customer trust.   

Insurance Upskill created this customised course to deliver either online or face-to-face, catering to all learning needs. The course covers the following areas:

  • how and why the brain thinks as it does.
  • the skill of cognitive flexibility.
  • typical cognitive biases in insurance.
  • questioning skills (type of questions and styles).
  • the INSURE model for critical thinking and decision-making.

We can deliver bespoke courses for individuals or small groups and course length can be adapted according to your needs, though typically the course lasts for 4 hours.  This includes a simulation activity to ensure participants can apply the INSURE model to scenarios they genuinely encounter in their day-to-day work.