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Certificate in Customer Experience Essentials

Available in: English


The customer experience is an important differentiator for insurance companies. Creating a positive customer experience culture can distinguish a company from its competitors while helping achieve profitable growth.

That’s why we’ve introduced our latest learning program, the Certificate, Customer Experience Essentials.

The three-course program consists of:

  • Insurance Principles — LOMA 280 or LOMA 281
  • Insurance Operations — LOMA 290 or LOMA 291
  • Customer Experience — CX 50

CX 50 — Impact Cx: The Quest is our interactive, scenario-based, gamified course that helps learners develop a customer-first mindset and realize how they impact the customer experience, no matter their role. This course is now available for individual enrollments!

Learners are better able to provide an exceptional customer experience when they have foundational knowledge of an insurer’s products and services, along with a practical understanding of how employees across all areas of an insurance company can positively influence the customer experience. Learners are able to demonstrate their commitment to their organization’s customer experience initiative by attaining the Certificate, Customer Experience Essentials.


Learners must complete three courses to earn the Customer Experience Essentials—either versions of the FLMI Level I courses plus CX 50 — Impact Cx: The Quest.

CX 50 — Impact Cx: The Quest

Impact Cx: The Quest is an interactive, decision-based gamified course that helps organizations create a unified customer-first mindset among all employees.

LOMA 280 — Principles of Insurance

LOMA 280 introduces the principles of insurance, the process of becoming insured, and the policyowner’s contractual rights. The course includes information on the features of individual and group life insurance, health insurance, and annuity products.

LOMA 281 — Meeting Customer Needs with Insurance and Annuities

LOMA 281 is an online course that uses a variety of media to teach principles of insurance, insurance products, and the policyowner’s contractual rights. The course describes the features of individual and group life insurance and annuity products, and emphasizes how insurance companies serve customers and meet customer needs through the products they provide.

LOMA 290 — Insurance Company Operations

LOMA 290 describes how life insurance companies operate in today’s global environment: how they are organized, how they are managed, and the roles of functional and support units in developing, distributing, issuing, and administering life insurance and annuity products.

LOMA 291 — Improving the Bottom Line: Insurance Company Operations

LOMA 291 is an online course that uses a variety of media to teach operations, functions, and product development basics unique to the insurance organization. In addition, the course will teach that (1) a company’s success depends on its operational efficiency and effectiveness and (2) every employee has a role in ensuring the company’s financial success.


Required courses
Learners must complete three required courses to earn the Certificate.
Insurance PrinciplesInsurance OperationsCustomer Experience
LOMA 280
LOMA 281
LOMA 290
LOMA 291
CX 50—Impact CX: The Quest