New Product and Compliance Training - FAQs

Help! I'm locked out of the console!

From October 12 2017, agents with incomplete training modules (outstanding by more than 60 days) may find they cannot access the SureSave console. To restore access, please contact our Agent Assistance Centre to reactivate your login.

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Frequently Asked Questions

How do I access the training?

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

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 sell SureSave products are required to complete training in order to meet compliance requirements.

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.

What happens if my training is overdue?

If you have incomplete training, you will receive a notification on your home page alerting you to the approaching deadline.The system will enforce a 30 day timeframe to complete modules, before restricting quoting and selling functions are limited.

If you miss the deadline, you’ll still be able to log in and complete your training (no additional passwords to remember!), but the system will automatically restrict sales functions. Once any overdue training has been completed, full functionality will be restored within approximately 15 minutes from completion.

Important: agents with training over 60 days outstanding may find they cannot access the agent console. They will need to contact our Agent Assistance Centre to reactivate their login.

I have started at a new store, do I need to do my training again?

If you have already completed your training modules for nib at a previous store, our Recognition of Recognition of Prior Learning (RPL) does not require that you complete the modules a second time. Simply contact us on [email protected] and we’ll sort it out so that you don't need to complete them again.

The exception to this would be if you are joining a store that sells a different product to the one you sold previously. In this case, you wouldn't need to complete the "How to sell" or "I am ready to sell" modules again - however you would need to complete the new product module.


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/I'm asked for login details when I click on the Training tab

Please note that you cannot use your console details to log in to the training manually. If you're having trouble accessing the online training, it may be that:

  • your machine doesn't have the latest version of Flash installed; or

  • Flash is turned off in your browser settings.

Testing for Flash

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.

Checking your browser settings

See below for a guide to turning on Flash Player in common browsers.

- How to enable Flash in Internet Explorer
- How to enable Flash in Firefox
- How to enable Flash in Chrome

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.

If this happens, do not attempt to log in manually. 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 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.