LOMA logo


Associate, Customer Service — Property & Casualty (Canada)

Available in: English


The financial services industry is constantly changing, but one thing remains constant—customers expect more from your company. They want accurate answers that they can trust from you.

With LOMA’s Associate, Customer Service™ (ACS®) Program you can be prepared to meet these new demands. The ACS Program has been designed specifically to help you:

  • Increase your knowledge of financial services
  • Understand customer expectations, patterns, and behavior
  • Become a customer experience advocate and protect customers

Jointly sponsored by LOMA and The Insurance Institute of Canada (IIC), the Canadian Property & Casualty track of the ACS Program will provide you with a solid understanding of customer service and how it affects property/liability insurance, loss adjusting, underwriting, and agent/broker activities.

Learn more and get started today!

For information on enrolling for IIC courses, see the contact information below:

The Insurance Institute of Canada
18 King Street East, 6th Floor
Toronto, ON M5C 1C4
Tel: 1-866-362-8585/Fax: 416-362-1126
Email: iicmail@insuranceinstitute.ca
Website: www.insuranceinstitute.ca


  • Customer Service
  • Property/Liability Insurance
  • Loss Adjusting
  • Underwriting
  • Agent/Broker Activities


Learners must complete three required courses and two electives to earn the ACS designation.

ACS 100 — Foundations of Customer Service

ACS 100 provides a comprehensive introduction to customer service in a financial services environment. The course explores the knowledge and skills employees need to understand and deliver exceptional customer service.

ACS 101 — Customer Service for Insurance Professionals

ACS 101 is an online course that uses a variety of media to provide a comprehensive overview of the role of customer service in insurance and financial services organizations and the skills that all employees—not just customer-facing staff—need to deliver exceptional customer service.

C11—Principles and Practice of Insurance

C11 is an overview of the basic concepts and language of insurance; the legal context of insurance; and the participants in the industry and their relationship to each other.

C81—General Insurance Essentials—Part 1

C81 introduces the insurance business, insurance intermediaries, the insurance company, basic policies and provisions, and automobile insurance.

C82—General Insurance Essentials—Part 2

C82 covers insurance law, contracts, government control, fire insurance, homeowners insurance, liability insurance, commercial coverages, reinsurance, risk management, and loss prevention.

C12—Insurance on Property

C12 lays the foundation for all types of property insurance, discusses the perils, clauses, and limitations in the most common personal lines policies.

C13—Insurance Against Liability

C13 discusses some of the more common ways people become liable to each other and explains how this liability may be insured or why it cannot be insured.

C110—Essentials of Loss Adjusting

C110 focuses knowledge of insurance and professional conduct within the claims domain forms the core of this course.

C111—Advanced Loss Adjusting

C111 introduces general liability claims handling issues, as well as environmental claims, products liability claims, professional liability claims, and automobile injury claims.

C120—Underwriting Essentials

C120 addresses an overview of the underwriter’s role as an investor of shareholder capital on behalf of the insurer, how that role has evolved and how the underwriter accepts or rejects risk.

C121—Advanced Underwriting

C121 reviews the types of knowledge, skill, and temperament an underwriter needs and how these characteristics must be broadened and deepened to analyze the needs and loss experience of larger, more complex risks.

C130—Essential Skills

C130 for the Insurance Broker and Agent is an overview of insurance business practices from the broker’s perspective, concentrating on the needs of personal lines clients and small commercial risks.

C131—Advanced Skills

C131 for the Insurance Broker and Agent addresses the more complex insurance needs of commercial clients through the risk management principles of exposure identification, risk analysis, identifying risk management options, and implementing a risk management plan.


Required ACS coursesElective ACS courses — select two
Learners must complete three required courses and two electives to earn the ACS designation.
Customer ServiceInsurance Principles/ PracticesPersonal/ Liability InsurancePersonal/ Liability InsuranceLoss AdjustingAdvanced Loss AdjustingUnderwritingAgent/ Broker
ACS 100
ACS 101
C81 and C82
(whichever was not taken as a required course)
 For details on the required and elective courses offered by the IIC, visit www.insuranceinstitute.ca.

Course Credit Notes

Learners who have credit for the courses below automatically receive ACS credit for the applicable course category shown.

Customer Service program categoryDiscontinued course
Loss Adjusting
or Advanced Loss Adjusting
C15 or C17

See the ACS 101 intro video
ACS 101 Intro screen