01
Getting Started with Claude for Brokers
Before using any AI tool with client data, you need to understand where your data goes and how to configure Claude to protect it. This module covers account setup, Australian data residency options in Claude for Teams, and a confident tour of all three interfaces — browser, desktop, and mobile.
You will leave with a fully configured account tailored to your brokerage, so every session from this point is intentional from the start.
What You Will Learn
✓Navigate the settings menu confidently across browser, desktop, and mobile
✓Understand Claude’s data handling model and configure Australian data residency in Claude for Teams
✓Control memory and conversation history appropriately for brokerage use
✓Understand the difference between Haiku, Sonnet, and Opus and match each to brokerage task types
✓Switch models without losing conversation context
TIPUse Claude for Teams — not the free tier — for all brokerage work. It provides a data processing agreement, no training on your data by default, and Australian data residency. Set this up in your first five minutes.
Duration: 30 minutes
🔬Lab 1: Getting Started — Setup & First Broker Prompt
02
Personalising Claude for Your Brokerage
A well-configured Claude is dramatically more useful than an out-of-the-box one. In this session you write a custom system prompt that tells Claude about your brokerage, your AFSL licence, your preferred communication tone, and the classes of insurance you specialise in.
What You Will Learn
✓Write a broker-specific system prompt covering your AFSL licence, specialist classes, and communication style
✓Enable memory and shape what Claude remembers about your role and clients across sessions
✓Set response length and output format preferences appropriate for broker correspondence
✓Create reusable instruction sets for the tasks you perform every week
TIPAdd your brokerage name, AFSL number, and the top five risk classes you write to your system prompt. Claude will use this in every response — no need to repeat it with every prompt.
Duration: 30 minutes
🔬Lab 2: Writing Your Broker System Prompt
03
Projects & Knowledge Bases
Projects let you group related conversations, policy documents, compliance resources, and custom instructions into one organised workspace. Instead of uploading documents every session, a Project remembers everything relevant to a specific client, insurer, or risk class.
What You Will Learn
✓Create and configure a per-client Project with persistent instructions
✓Upload and reference policy wordings, PDS documents, and compliance guidelines without re-attaching them
✓Complete coverage gap analysis and file note tasks from project context alone
✓Share Projects with team members for collaborative account management
✓Maintain consistent tone, format, and regulatory context across all client interactions
TIPCreate a ‘Compliance & Regulation’ Project and populate it with ASIC regulatory guides, the ICA Code of Practice, and AFCA complaint-handling requirements. Every team member then has instant access to current compliance context.
Duration: 40 minutes
🔬Lab 3: Setting Up and Working with Projects and Knowledge Bases
04
Skills — Building Reusable Broker Prompt Packs
Skills are reusable instruction sets that extend Claude’s capabilities for specific, recurring tasks. Instead of re-writing complex prompts every time, a Skill packages the instructions, output format, and context once — then any broker on the team can invoke it instantly.
What You Will Learn
✓Understand the difference between Skills, Connectors, and Plugins in the Claude interface
✓Write structured Skill instructions that produce consistent, professional brokerage output
✓Build and test a Renewal Recommendation Letter Skill end-to-end
✓Build and test a Coverage Gap Analysis Skill with RAG (Red/Amber/Green) risk rating
✓Build a Pre-Renewal Interview Script Skill with client profile variables
✓Share Skills across your team so every broker uses the same high-quality prompts
Key Skills You Will Build in This Course
| Renewal Recommendation Letter |
Generates a professional renewal letter with coverage summary, market options, and broker recommendation in your letterhead style |
| Coverage Gap Analysis |
Analyses a policy schedule against the client risk profile and outputs a gap report with RAG risk rating |
| Pre-Renewal Interview Script |
Generates a structured interview script tailored to the client’s industry, risk class, and claims history |
| Claims Draft Correspondence |
Drafts an initial claims notification letter to the insurer from brief dot-point notes |
| Compliance Checker |
Cross-checks broker correspondence or advice against current ASIC and ICA Code obligations |
| Prospect Research Brief |
Researches a prospect’s industry, identifies likely risk exposures, and drafts a first-meeting agenda |
TIPA well-written Skill is like a trained staff member who always follows the process. Define the inputs, output format, tone, and regulatory constraints inside the Skill — every broker gets the same professional result every time.
Duration: 40 minutes
🔬Lab 4: Creating and Managing Skills
05
Connectors — Gmail, Drive, Calendar & Brokerage Systems
Connectors are live bridges between Claude and the tools your brokerage already uses. With the right Connectors in place, Claude can read insurer emails, pull renewal packs from Google Drive, check the calendar for upcoming renewals, and post to Slack — all from inside a Claude conversation.
What You Will Learn
✓Connect Gmail, Google Drive, and Google Calendar via OAuth in under five minutes each
✓Triage the inbox, draft responses to insurer emails, and extract action items automatically
✓Search Drive for renewal packs, compare two insurer quotes, and generate a recommendation report
✓Review the upcoming renewal pipeline from Calendar and schedule missing client review meetings
✓Run a combined three-connector workflow: insurer email → Drive document → calendar entry → draft letter
TIPConnect Google Drive first and point Claude at your Renewals folder. Asking “What renewals are due in the next 30 days?” becomes a one-sentence query once Claude can see your renewal pipeline.
Duration: 40 minutes
🔬Lab 5: Working with Connectors
06
MCP — Connecting to Industry Portals & Data Sources
MCP (Model Context Protocol) is the open standard that lets Claude connect securely to external tools, databases, and APIs. Think of it as the USB standard for AI — a universal connector that lets Claude plug into almost anything. For an Australian brokerage, this means Claude can query Steadfast Insight, read from ICRM (Dataverse) for client records, and pull documents from SharePoint.
What You Will Learn
✓Understand what MCP is, how it works, and why it is the most powerful integration layer for brokerage automation
✓Distinguish between hosted MCP servers and local MCP servers
✓Connect Claude Desktop to a SharePoint MCP server for policy document access
✓Configure read-only access to ICRM/Dataverse client records via MCP
✓Use Claude to query Steadfast Insight market data and surface pricing trends for a renewal
✓Apply the principle of least privilege: ensure Claude only accesses data it needs for each task
TIPMCP is what turns Claude from a chatbot into a brokerage agent. Once connected to an MCP server, Claude can take real actions — querying your CRM, pulling documents, and surfacing insights — not just answer questions about them.
Duration: 40 minutes
🔬Lab 6: Connecting to ICRM & SharePoint via MCP
07
Prospect Management with Claude
Winning new clients requires research, a compelling proposal, and fast follow-up. Claude compresses the time between identifying a prospect and delivering a professional first impression — researching the company, identifying likely risk exposures by industry, and producing a tailored proposal letter.
What You Will Learn
✓Use Claude with web search to research a prospect’s business, industry, and risk profile
✓Generate a prospect risk exposure summary by industry (construction, hospitality, professional services, etc.)
✓Draft a first-meeting agenda tailored to the prospect’s apparent insurance needs
✓Write a personalised proposal letter that positions your brokerage’s specialist capabilities
✓Create a follow-up email sequence for prospects who have not yet responded
TIPUse the Prospect Research Brief Skill as your starting point. Feed Claude the company name, ABN, and industry — it will identify likely coverage requirements, common exclusions to highlight, and questions to ask in the first meeting.
Duration: 30 minutes
🔬Lab 7: Prospect Management — Research to Proposal
08
Client Onboarding & Fact-Finds
Client onboarding is document-heavy and compliance-sensitive. Claude accelerates every stage: generating structured fact-find questionnaires by risk class, drafting Statements of Advice, producing welcome letters and engagement agreements, and creating the file notes required under AFSL obligations — all from brief dot-point notes or voice dictation.
What You Will Learn
✓Generate a structured fact-find questionnaire tailored to the client’s industry and risk class
✓Draft a Statement of Advice (SOA) from meeting notes within minutes
✓Produce onboarding documents: engagement letter, privacy consent, scope of appointment
✓Create compliant file notes from voice dictation or bullet-point summaries
✓Use Claude to cross-check an SOA against ASIC’s advice obligations before sending
TIPDictate your meeting notes into Claude on your phone on the way back to the office. Ask it to produce a structured file note and a draft SOA. By the time you are back at your desk, you have a first draft ready to review — not a blank page.
Duration: 40 minutes
🔬Lab 8: Client Onboarding — Fact-Find to SOA
09
Pre-Renewal Interviews & Renewal Management
The renewal process is the highest-volume workflow in a brokerage and carries significant E&O risk if rushed. Claude supports every stage: generating pre-renewal interview scripts, summarising market movements by class, drafting renewal recommendation letters with insurer comparisons, and tracking the renewal pipeline across the book.
What You Will Learn
✓Generate a pre-renewal interview script tailored to the client’s industry, risk class, and claims history
✓Summarise market movements for a specific class of risk using live web search
✓Draft a renewal recommendation letter with coverage summary, insurer options, and broker recommendation
✓Produce a renewal comparison table across two or three insurer quotes
✓Track the renewal pipeline using Claude to flag overdue renewals and missing client responses
TIPRun the Pre-Renewal Interview Script Skill two weeks before each renewal. It generates the right questions for that specific client — their industry changes, claims experience, business growth, and any new exposures since last year. You walk into the meeting fully briefed.
Duration: 40 minutes
🔬Lab 9: Pre-Renewal — Interview to Recommendation Letter
10
Policy Administration & Document Work
Policy administration generates enormous volumes of PDF documents — schedules, wordings, endorsements, certificates of currency. Claude reads, compares, summarises, and extracts data from these documents at speed. This module builds practical skills in PDF work, policy comparison, and document production in Word and PDF formats.
What You Will Learn
✓Upload and extract key terms, conditions, and exclusions from a policy wording PDF
✓Compare two policy wordings side-by-side and produce a written differences summary
✓Draft endorsement requests and policy amendment correspondence
✓Extract premium and coverage data from multiple policy schedules into a comparison table
✓Produce Certificates of Currency and coverage summaries in professional Word format
✓Use Claude in Excel to build a policy register and premium tracking worksheet
TIPUpload two competing policy wordings and ask Claude: “Compare these policies and highlight any clauses where Policy B provides narrower cover than Policy A.” This takes 30 seconds and gives you a defensible written comparison you can share with the client.
Duration: 40 minutes
🔬Lab 10: Policy Administration — PDF Comparison & Document Production
11
Claims Management Support
Claims are where clients judge their broker most harshly. Fast, accurate communication with insurers, loss adjusters, and clients is critical. Claude assists at every point: drafting initial notifications, summarising assessor reports, comparing the insurer’s settlement position against the policy wording, and drafting advocacy letters when a claim is disputed.
What You Will Learn
✓Draft an initial claims notification to the insurer from brief client notes
✓Summarise an assessor or loss adjuster report into a client-friendly update
✓Compare the insurer’s declinature letter against the policy wording to identify grounds for dispute
✓Draft a formal claims advocacy letter to the insurer on behalf of the client
✓Prepare an AFCA complaint if the insurer’s position remains unreasonable
✓Maintain a claims log in Excel with Claude generating tracking formulas and summaries
TIPWhen a claim is declined, upload the declinature letter and the policy wording and ask Claude: “Does the insurer’s stated reason for declining align with the policy exclusion? Are there grounds to challenge this decision?” This is an excellent starting point for your advocacy.
Duration: 40 minutes
🔬Lab 11: Claims Management — Notification to Advocacy
12
Compliance & Regulation
Compliance is a constant obligation for Australian and NZ brokers operating under AFSL conditions. Claude surfaces the latest ASIC regulatory guides, ICA Code of Practice requirements, AFCA complaint-handling rules, and Privacy Act obligations — and cross-checks your correspondence and advice against them in seconds.
What You Will Learn
✓Use Claude to search ASIC’s regulatory guide library for current obligations
✓Cross-check broker correspondence against ICA Code of Practice and AFSL conditions
✓Stay current with AFCA complaint-handling process updates using Claude’s live web search
✓Apply Australian Privacy Act 1988 and NZ Privacy Act 2020 requirements to client data handling
✓Generate a compliance checklist for a specific advice scenario
✓Document compliance decisions for audit trail purposes under AFSL obligations
Key Regulatory Frameworks Covered
•Corporations Act 2001 (Cth) — AFSL obligations, best interests duty, conflicted remuneration
•ASIC Regulatory Guides — RG 175 (AFS Licensing), RG 244 (Client Review and Remediation)
•Insurance Contracts Act 1984 (Cth) — duty of disclosure, utmost good faith
•ICA General Insurance Code of Practice 2020 — claims handling timeframes, complaints
•AFCA Complaint Handling — IDR/EDR process, time limits, AFCA jurisdiction
•Privacy Act 1988 (Cth) / NZ Privacy Act 2020 — APPs, data breach notification
TIPCreate a ‘Compliance’ Project and populate it with saved ASIC regulatory guides and ICA Code extracts. Every compliance query then runs against your curated knowledge base — not just Claude’s training data.
Duration: 40 minutes
🔬Lab 12: Compliance — Current Obligations & Cross-Checking
13
Client Sentiment & Retention Insights
Client retention is the most profitable focus for any brokerage. Claude analyses communication patterns, policy history, claims experience, and renewal behaviour to surface churn risk signals and suggest proactive retention actions before clients lapse.
What You Will Learn
✓Analyse email threads and meeting notes for sentiment signals that predict churn risk
✓Build a simple client retention scoring model in Excel using Claude to define the criteria and formulas
✓Identify at-risk clients from a sample pipeline report and prioritise outreach
✓Draft personalised retention outreach emails for clients at different risk levels
✓Design a proactive client contact programme with Claude generating the schedule and content templates
TIPPaste the last three email exchanges with a client whose renewal is coming up and ask Claude: “What is the tone of this correspondence? Are there any signals that this client is dissatisfied or shopping the market?” You may be surprised what it notices.
Duration: 30 minutes
🔬Lab 13: Client Sentiment — Churn Signals & Retention Outreach
14
Reporting & Business Intelligence
Data is the most underused asset in most brokerages. Claude turns brokerage data — premium income, policy counts, claims ratios, renewal pipeline — into meaningful reports and insights. We work with Excel for day-to-day reporting and Power BI for deeper analytics, using Claude to write the formulas, generate the commentary, and surface the insights that matter.
What You Will Learn
✓Build a monthly premium income report in Excel from exported brokerage data
✓Ask Claude to write and explain DAX measures and calculated columns for Power BI
✓Have Claude recommend the best chart or visual type for your specific data
✓Use Claude to write the narrative commentary that accompanies a board or management report
✓Build a client profitability model with Claude generating the financial formulas and structure
✓Troubleshoot Power BI errors by sharing the error message directly with Claude
TIPPaste your DAX error message directly into Claude. It diagnoses the problem and provides a corrected formula almost every single time. Stop spending an hour debugging a calculated column.
Duration: 40 minutes
🔬Lab 14: Reporting — From Raw Data to Board-Ready Insights
15
Claude for Underwriters
Underwriters face their own productivity challenges — reviewing broker submissions, assessing risk quality, drafting terms and conditions, managing referrals, and reporting on portfolio performance. This module covers the use cases where Claude delivers the most value for underwriting teams.
What You Will Learn
✓Summarise a broker submission and flag any information gaps or red-flag risk characteristics
✓Draft indicative terms and conditions for a standard risk class from a submission summary
✓Compare two competing broker submissions for the same risk and produce a side-by-side analysis
✓Generate a referral memo with a recommended risk appetite response and pricing rationale
✓Analyse a portfolio loss run and surface claims frequency and severity trends by class
✓Use Claude to check proposed terms against your underwriting guidelines and authority limits
Underwriter-Specific Workflows Covered
| Submission Triage |
Rapidly review and score inbound submissions against underwriting criteria |
| Terms Drafting |
Generate first-draft terms, conditions, subjectivities, and exclusions from submission data |
| Portfolio Loss Analysis |
Identify frequency and severity patterns in claims data across the book |
| Pricing Commentary |
Draft the pricing rationale and risk commentary required for file documentation |
| Referral Memos |
Produce structured referral memos with risk summary, appetite assessment, and recommendation |
| Renewal Review |
Summarise expiring terms, claims experience, and market movement for a renewal decision |
TIPUpload a loss run in PDF or Excel and ask Claude: “Identify the top three contributing causes of loss and flag any accounts with a loss ratio above 80% in the last three years.” This takes under a minute and replaces an hour of spreadsheet work.
Duration: 40 minutes
🔬Lab 15: Claude for Underwriters — Submission to Portfolio Insight
16
Working Safely — Governance, Monitoring & Data Controls
As Claude becomes embedded in brokerage workflows, governance becomes essential. This module covers how to monitor what Claude is doing on your behalf, set permission boundaries, build an audit trail for compliance purposes, and write the organisational policy document that governs how your brokerage uses AI under AFSL obligations.
What You Will Learn
✓Access and interpret Claude’s activity and conversation logs
✓Review what actions agents have taken across all connected tools and Connectors
✓Set spending, usage, and rate limits to avoid unexpected costs or unintended actions
✓Apply the principle of least privilege to all MCP and Connector access
✓Build a human-approval checkpoint into high-risk automated workflows
✓Draft an AI Governance Policy for your brokerage covering Australian data requirements and AFSL obligations
✓Identify AI hallucinations and build a habit of systematic verification for regulated advice tasks
TIPReview your activity log weekly during the first month. Once you understand how Claude behaves in your environment, monthly reviews are fine — but never remove oversight entirely. ASIC expects that any AI tool used in advice workflows has been subject to appropriate human oversight.
Duration: 30 minutes
🔬Lab 16: Governance — Policy, Permissions & Audit
17
Social Media, Marketing & Client Communications
Insurance brokers are increasingly expected to maintain a consistent professional presence online. Claude writes platform-optimised content for LinkedIn and Facebook, generates client newsletter copy, drafts thought leadership articles, and builds content calendars — all in your authentic voice and within ASIC’s financial services advertising obligations.
What You Will Learn
✓Build a 30-day content calendar for LinkedIn and Facebook focused on risk education
✓Write platform-optimised posts that stay within ASIC’s financial services advertising rules
✓Draft a monthly client newsletter covering premium market movements and coverage tips
✓Repurpose a technical article or report into a week of short-form social content
✓Draft professional, on-brand responses to client reviews and social media comments
TIPGive Claude your brokerage brand voice guidelines, three examples of posts you like, and ASIC’s advertising guidance for financial services. Claude will stay compliant and sound like you — not generic AI output.
Duration: 30 minutes
🔬Lab 17: Marketing — Content Calendar & Client Newsletter
18
Build a Broker Compliance Skill & Launch a Compliance App
The headline session of the day. You will build two things: first, a production-ready Insurance Broker Compliance Skill that uses live web search to pull the latest Australian and NZ regulatory requirements; and second, a working web application that any broker in your team can use to check correspondence and advice against current compliance obligations. No coding experience required.
Part A — A Claude Skill is a reusable instruction set with defined inputs, a structured process, and a consistent output format. The Compliance Checker Skill accepts a piece of broker correspondence or advice document, searches ASIC’s regulatory guide library and the ICA Code for current requirements, and outputs a RAG compliance assessment with specific regulatory references and recommended corrections.
What You Will Learn
✓Write and test the Insurance Broker Compliance Skill from scratch
✓Connect the Skill to live web search so it always retrieves current regulatory requirements
✓Use Claude Artifacts to specify, build, and test the compliance app interface in plain English
✓Wrap the Compliance Skill in an API call inside the app so the logic is centralised and reusable
✓Deploy the app to the web using a free hosting service and share the live URL with your team
✓Update the Skill when regulations change — keeping the app current without rebuilding it
Part B — Compliance App Features You Will Build
| Document Input |
Paste or upload a policy letter, SOA, or advice email |
| Jurisdiction Selector |
Choose Australian or New Zealand regulatory framework |
| Class Selector |
General insurance, life, health, or investment-linked |
| Compliance Assessment |
RAG rating output (Red / Amber / Green) with specific regulatory citations |
| Corrected Draft |
Suggested rewrite of any non-compliant sections |
| Export to PDF |
Download the assessment for your compliance audit file |
TIPStart with one compliance scenario — for example, “Does this renewal letter meet ASIC’s requirements for providing general advice?” — and build the Skill around that. Once it works for one scenario, expanding it to other compliance checks is straightforward.
Duration: 60 minutes
🔬Lab 18: Build the Compliance Skill & Launch the App
About our AI training courses…
All of our courses can be attended as online live instructor-led classes, on-demand self-paced, or organised as private training for you and your team.
All of our courses include:
✅Expert instructors with real-world subject matter expertise. We will know the answers to your questions.
✅Hands-on labs in self-contained environments — so you can get your hands dirty without risk to your own data or systems.
✅Real-world scenarios, examples, and exercises designed around actual brokerage and underwriting workflows.
✅Learn-by-doing: listen to the instructor, then immediately practise in the hands-on lab.
✅Safe, secure lab environments using trial and test accounts — never your own production data.
✅Access to your expert trainer and our support helpdesk after the course for any questions or issues.
✅Access to your lab environment after the course is completed so you can finish anything you did not complete in class.
✅Over the last 20 years, our courses have been attended by thousands of students worldwide. We create courses for Microsoft, Skillsoft, and other learning partners.
Need more than just training?
There are significant risks if AI is not implemented properly in your brokerage.
These risks can be significantly mitigated by attending one of our courses, raising awareness, and making the right decisions from the beginning. If you need further help, consider our private one-on-one engagements where we help you discover, set up, and train your team.
The risks:
✅Uncontrolled AI agents and automation leading to errors or unintended client outcomes
✅Security vulnerabilities from improper tool permissions or client data access
✅Compliance failures resulting from AI-generated advice that has not been reviewed
✅Lack of governance resulting in inconsistent or non-compliant broker behaviour
✅Poor adoption due to inadequate training and change management
✅Integration failures or scope creep without a clear brokerage AI strategy
✅Improper AI solution selection from lack of awareness in the due-diligence phase
How we can help:
✅Comprehensive discovery and strategic roadmap to align AI with your brokerage's goals
✅Robust security framework with strict tool permissions, data controls, and audit logging
✅Enterprise-grade governance and guardrails to ensure safe, reliable agent behaviour under AFSL obligations
✅Tailored training and adoption programs so your team confidently uses and manages Claude
✅Ongoing support and monitoring to maintain performance, compliance, and value realisation
Contact us for more options and to book a free one-on-one consultation.