At our company, using email templates (pre-written models available in multiple languages) via EBROKER is part of our DNA and commitment to excellent service.

Why We Use Templates:

• Quality control of information – we know what and how we’re communicating, avoiding future problems such as:
“you didn’t inform me that…”, “your colleague didn’t tell me…”, or “I was told something different the other day…”

• Communication is attached to the client / policy / claim / receipts profile – makes it easier to search and investigate issues, and enables teamwork, as everyone has access to the full communication history with the client.

• Time-saving – reduces up to 70% of the time spent writing emails.

• Fewer grammatical and sentence structure errors – especially in foreign languages.

• Reduces training time:

• For new employees, as they know from day one what and how to reply to any request.

• For existing staff, since any updates to communication are done by management, so you’re always aligned with the latest changes.

• Greater employee autonomy – with everything prepared, you can act more independently, knowing exactly what to do and how to do it.
Also, for employees who aren’t fluent in a specific language, templates enable them to handle tasks without needing to “pass the ball” (i.e., forward tasks internally due to language barriers).

• Reduces technical errors – as tasks are standardised, the margin for mistakes or omissions is significantly lower.

TEMPLATE MAINTENANCE

If you notice that a template is missing or you frequently write the same type of email, please inform Susana, so she can create a new template.
Likewise, if you find any mistake in an existing template, please let her know!

Updating the client’s mobile number, email address, and bank account is essential.

Without these key details, both management and communication with the client are significantly slowed down, resulting in:

• More work,

• Higher levels of external dissatisfaction (clients not receiving updates), and

• Internal frustration (employees unable to carry out tasks efficiently, wasting time trying to reach fixed line numbers).

In addition, for some months now, when registering a claim on the insurer’s platform, it is mandatory to enter the client’s mobile and email, as the claims department sends automatic emails and SMS notifications to policyholders.

Therefore, please make sure that during every interaction with the client, you:

✅ Check their contact information
✅ Update the email and mobile fields in EBROKER

This small step helps ensure better service and smoother operations across the team.

Welcome to our guidelines, designed to promote a professional image that benefits the company while respecting commonly accepted social norms of presentation and conduct.

Through this internal dress code, C1 BROKER encourages its agents, collaborators, and employees to follow certain standards when it comes to clothing, specifying which garments are appropriate and which are strongly discouraged.

Following this internal dress code is especially important for:

• Client-facing roles

• Work environments where there is regular or frequent presence of clients or external visitors

👉 Style and Professional Dress Code Manual

The protocol for the prevention and response to workplace harassment is mandatory* and aims to define clear guidelines for identifying situations of harassment – whether moral, sexual, or based on sex – in order to resolve any discriminatory behaviour, while at all times ensuring the protection of victims’ rights.

HARASSMENT PROTOCOL

• C1 BROKER Harassment Protocol

• Harassment Complaint Form Template

* The sexual harassment protocol is a legal requirement established by Law 3/2007 on gender equality, Royal Decree 901/2020 regulating equality plans, and reinforced by the entry into force of Organic Law 10/2022 of 6 September, on the comprehensive guarantee of sexual freedom.

All companies, regardless of their size, must have a Workplace Harassment Protocol, as they are legally obliged to promote working conditions that prevent criminal acts and other behaviours against sexual freedom and moral integrity in the workplace.

This includes a strong focus on sexual harassment and gender-based harassment, establishing specific procedures for prevention, along with clear reporting and complaint channels.

These procedures must follow the principles of confidentiality and objectivity, and it is essential to give both parties involved the right to be heard.

As a new employee in the insurance sector, it’s crucial that you understand the importance of complying with the General Data Protection Regulation (GDPR) in your daily work.

Protecting our clients’ personal data is one of the most urgent and legally binding responsibilities in our industry.

What is the GDPR?

The GDPR is a specific regulation that establishes clear measures to protect personal data.
It is our duty to comply with these rules to guarantee our clients’ trust when they share their personal information with us.

As a member of the C1 Broker team, you are expected to maintain a diligent and committed attitude toward GDPR compliance in all your daily tasks.

✅ 10 Practical Tips for GDPR Compliance

1. Verify identity before sharing information
   Before disclosing any information to a client, confirm their identity by asking for three data points you can match in our system (e.g., full name, date of birth, registered address or client ID).
   This protects both the client and the company.

2. Be cautious when handling client data
   Never leave personal data unattended or share it via email without proper safeguards.

3. Keep your desk clear
   Follow a clean desk policy. Do not leave papers with client information lying around, especially at the end of the day.

4. Properly destroy documents
   Never throw client data in regular bins. Always use a shredder to securely dispose of confidential documents.

5. Lock your computer
   Always lock your workstation when stepping away, even for a brief moment.

6. Don’t open emails from unknown sources
   Avoid phishing attacks. Don’t open suspicious emails or click on unknown links or attachments. Always check the sender’s address.

7. Be cautious when forwarding emails
   Remove any sensitive information before forwarding emails to avoid accidental data breaches.

8. Avoid using CC for external recipients
   When emailing multiple people outside the company, use BCC instead of CC to keep email addresses confidential.

9. Turn over sensitive papers on your desk
   Prevent visitors or colleagues from accidentally seeing client information by turning over or storing papers when not in use.

10. Avoid writing passwords on Post-its
    Do not write down passwords and stick them on your desk or computer. Use a secure password manager instead.

📌 Why GDPR Matters

Understanding and applying the GDPR not only allows us to deliver better service to our clients, but also protects the company and reduces the risk of legal violations and penalties.

Protecting data is not just a legal duty – it’s also a way to preserve trust, professionalism, and integrity in everything we do.

Own Your First Day as an Insurance Client Manager with These Strategies

Starting a new role can be a challenge, but there are several things you can do to make the transition smoother and more successful:

✅ “Fake it till you make it” –
This doesn’t mean lying, but rather acting with confidence, even if you’re not entirely sure yet.
One important recommendation: never tell a client it’s your first day. Present yourself professionally and calmly – you’ll grow into your role quickly.

✅ Practise sales consultation scripts in front of a mirror, or record yourself.
This helps you get more comfortable during calls or meetings with clients.

✅ Rewatch the training videos as many times as necessary until you’ve memorised them. Repetition builds mastery.

❓ What to do when you don’t know the answer to a client’s question?

Never say:
❌ “I have no idea.”
❌ “I don’t know.”

✅ The correct way to respond is something like:

“At the moment I don’t have the exact answer (or solution), but don’t worry – I’ll consult with the relevant department (or my supervisor) and get back to you with the correct information. Let me note your question so I can follow up properly.”

Then:

• Write it down (so the client sees you’re taking it seriously)

• Confirm their contact details (email and phone)

• Reassure them that someone will get back to them as soon as possible

⏳ Remember: Time will help you learn and gain confidence in your new role.

💪 You’ve got this!