New Product and Compliance Training - FAQs

Help! I'm locked out of the console!

After March 31, agents who have outstanding training modules may find they cannot access the SureSave console. To restore access, please;

  1. Access the training manually

    Go to and enter the default password suresave1234. If this doesn't work, follow the steps provided to reset your password via the "forgot password" feature and you will have access to the training system.

  2. Complete all training modules available to you.

    Once all required training modules are complete, allow until midday the following business day for your access to be restored. If you require urgent access (for example, if you have a quote or policy that needs to be issued urgently), please contact your BDM for assistance.

Click here to skip to Troubleshooting

Frequently Asked Questions

Why do I need to complete this training?

Simply put, we have a legal requirement to ensure all our distributors complete up-to-date product and compliance training. Completing the online modules and receiving your certificates of completion, serves as recognition that you understand our products and how to sell them. Completing the compliance training also means you are up-to-date with changes to legislation that affects you (as a distributor) and your travellers (as customers).

Not to worry, we've made the modules interactive and simple to use. You won't have to scroll through pages and pages of text.

Who needs to complete the training?

All agents who actively sell SureSave products, and received access to the console before 1 January 2017, are required to have the training modules completed by 31 March 2017.

This deadline does not apply to new agents (agents who were given access to the console and training from January 2017 onwards).

How long does the training take?

Each module takes around 10 minutes to complete. You can always save your progress and come back to it later. Just make sure you click the green X in the top right hand corner, instead of closing the browser window.

How do I access the training?

Log in to the agent console and click on the 'Training' tab at the top, next to 'Tools'.

What happens after March 31?

After March 31, any distributors who have not completed the training requirements may find they cannot access the agent console. They will need to follow separate instructions to log in to the training, which must be completed before access can be restored.


We find the most common issues can be resolved by testing for the latest version of Flash (instructions below) or accessing the training through Google Chrome. If you receive a website error, please notify your BDM so they can investigate. Thank you!

Recommended settings

The modules should work across all browsers, however we recommend using Google Chrome for optimum performance.

Minimum System Requirements

I get an error when I try to access the training through the Training tab

If you're having trouble accessing the online training, it may be that your machine doesn't have the latest version of Flash installed. You can easily test whether your computer has Flash 9 by clicking on the following link:

If the test is successful, the screen will display: "To login to the system now Click Here". You can then go back to the agent console and click on the Training tab to begin.

If you do not have Flash 9, this link will also give you access to it, provided your PC has not been locked down.

If you are still experiencing issues, please email full details to your SureSave contact so that we can help. Include a screenshot of the error you are seeing - this will help us diagnose the problem.

I get booted out of the module into the authentication page

This can happen because your browser's pop-up blocker is on, requiring your permission to allow the module to proceed. It then effectively refreshes the page, booting you out of the training.

You should be able to get around this by turning off the pop-up blocker before clicking on the Training tab. See below for step-by-step instructions to turn off a pop-up blocker in common browsers.

How to turn off Pop-up blocker in Internet Explorer

How to turn off Pop-up blocker in Firefox

How to turn off Pop-up blocker in Chrome

I need to log in manually

If you're having trouble accessing training from the console, you can access it manually at

  • Log in using the email address you use to access the console, and password suresave1234. 

    If this doesn't work, click "Forgot password" to reset your password details.

  • Still having issues? Check what browser you’re using. The modules work best on Google Chrome. Older versions of Firefox and Internet Explorer etc may not have an updated version of Flash, which may affect your experience. To learn how test for Flash, see previous FAQ.

I've received a reminder email, but my Learning Plan says it is 100% complete.

If you log in to the online training and it's saying your module is complete, scroll down to check for modules further down the page. Completed modules appear at the top of the page in grey.

Modules that still need to be completed appear lower down the page, in teal or green.

Agents who sell multiple products

If you've received an email regarding outstanding training and all the modules in the Learning Plan tab are complete, click on the second tab, titled "All My Learning".

Agents who sell multiple SureSave products may have additional training modules for each of these products - they would appear here.

If you've double checked and you can't see any outstanding modules available, don't worry - contact your BDM for assistance.

I clicked on a link in the training, but now I can't get back to the module

The modules contain links for you to click and explore. Some of these may open up information in a new window. To get back to the main module, simply minimise the new window once you've finished reading and go back to the original, which should still be there waiting for you.

I'm halfway through the training, but I can't click on the next slide

The online training modules are interactive. Some pages contain "click to explore" features to display information - and won't let you move on until you've read everything.

If you find that you cannot click through to the next slide, check whether there is an instruction on the page you haven't completed. It could be a picture or icon you haven't clicked to expand, or a question that remains unanswered.

I'm partway through a module. Can I save my work and come back to it later?

Yes, you can complete the modules at your own pace. To save your progress, make sure you click on the green X in the top right hand corner of the module. Do not close the browser window without doing this, otherwise your work will not be saved.