UNDP and Jordan Insurance Federation organise customised training to enhance customer experience in the insurance sector

Amman, Jordan – August 12, 2025 – As part of the "Insurance and Risk Finance Facility" project, the United Nations Development Programme (UNDP) in Jordan, in collaboration with the Jordan Insurance Federation (JIF), has organised a customised training programme titled "Ensuring a Positive Experience Through Customer-Centric Marketing, Education, Service Delivery, and Claim Management." Th

is training is part of an extended Training of Trainers (ToT) programme that spans nine to twelve months, aiming to empower the Jordanian insurance sector to deliver innovative and inclusive services.

Held in Amman from August 10 to 14, 2025, the training focuses on building inclusive, resilient, and people-centric insurance systems by shifting the focus from products to people, and from transactions to relationships. Through the integration of empathy, fairness, and responsiveness at every stage of the insurance journey, this approach aims to create systems that truly meet the needs of vulnerable populations.

This model is particularly important in the field of inclusive insurance since it aims to reach marginalized communities, including low-income households, small farmers, and entrepreneurs. By prioritizing their experiences and expectations, new opportunities for financial protection and resilience can be unlocked.

In her opening remarks, UNDP Deputy Resident Representative in Jordan, Ms. Majida Al-Assaf, emphasized the UNDP’s commitment to working with both the public and private sectors to build inclusive systems that leave no one behind. She pointed out that the training is not just a learning opportunity, but rather a platform for collaboration, innovation, and shared progress.

Al-Assaf also affirmed that fair and SDG-aligned finance is essential for achieving meaningful development impact. She noted that this approach is grounded in UNDP Jordan's Theory of Change, which illustrates how developing the insurance sector can contribute to poverty reduction and stimulate economic growth.

CEO of the Jordan Insurance Federation, Dr. Muayyad Al-Kloub, stressed that this training is an advanced step in the strategic partnership between JIF and UNDP in implementing the Insurance and Risk Finance Facility project. He highlighted the signing of a cooperation agreement to support capacity building and expert training in the sector.

He pointed out that the training helps participants understand the partnership lifecycle—from identifying partners and assessing goals to assigning roles, implementation, evaluation, and making necessary adjustments. He also highlighted the importance of alternative distribution channels—such as cooperatives and online applications—in expanding access to underserved segments. 

The training program is carried out in two phases. Phase one is Training of Trainers (ToT) and phase two is industry training, which focus on the importance of customer-centric operations, customer-oriented marketing and insurance education, and policy servicing and value-added services, in addition to claim management. 

About the United Nations Development Programme (UNDP)

UNDP is the leading United Nations organization fighting to end the injustice of poverty, inequality, and climate change. Working with our broad network of experts and partners in 170 countries, we help nations to build integrated, lasting solutions for people and planet. Learn more at undp.org or follow us at @UNDP.

About the Insurance and Risk Finance Facility (IRFF)

The Insurance and Risk Finance Facility is a flagship initiative of UNDP's Sustainable Finance Hub and part of the broader UNDP Global Policy Network. It is the core of UNDP's insurance and risk finance support to its country offices, the countries in which it operates, and its partners. The initiative provides policies, tools, methodologies, networks, and partnerships, and stimulates the development and delivery of new insurance products, tools, and services while also investing in the long-term transformation of insurance markets. Its goal is to enhance the resilience and capacity of states and societies to withstand social, economic, health, and climate shocks and crises, among others. To learn more about the IRFF, please visit: https://irff.undp.org/.

For media inquiries, please contact:

• Dr. Masnat Al-Hiary: Project Manager

masnat.al.hiary@undp.org

• Firas Salameh: Head of Communications Unit at UNDP Jordan

firas.salameh@undp.org