Technology only creates value when people know how to use it effectively. In the insurance sector, that means empowering brokers, UMAs, and insurer teams to extract the full potential from their administration platforms. Continuous training and collaboration have therefore become as vital as the code itself.

Learning as a service - At Tial we established the Tial Academy, a structured learning environment that helps users navigate the platform, understand updates, and translate new features into customer value. The Academy integrates videos, walkthroughs, and interactive modules, and soon its courses will carry CPD accreditation.  

We also measure user proficiency so that management teams can identify skills gaps and allocate resources effectively. Training is no longer an onboarding activity; it is an ongoing relationship that grows with the technology.

Augmenting learning with AI - Artificial intelligence is reshaping how training content is accessed. By embedding natural-language processing into our documentation, users can now ask questions in plain English and receive intelligent, context-specific answers. The system draws from insurer wordings, training materials, and the platform’s own UX logic, producing accurate responses rather than static “help” text. This turns support into a dialogue, enabling faster adoption and reducing dependency on service desks.

Collaboration that drives innovation - Innovation is most effective when it flows both ways. Each Tial client is assigned an account manager who hosts regular forum sessions to surface new ideas, discuss regulatory updates, and share insights from other markets.  

A dedicated Change Approval Board reviews these inputs collectively, prioritising enhancements that offer the greatest benefit to the wider client community. This structure ensures that innovation is not arbitrary or top-down but grounded in the real-world needs of insurers and intermediaries.