Assessor Resource

FNSIBK404A
Provide a claims service to an insurance broking client

Assessment tool

Version 1.0
Issue Date: May 2024


This unit applies to insurance broking roles and may be applied within organisations of various sizes and across a range of customer bases.

This unit describes the performance outcomes, skills and knowledge required to provide an insurance claims service in an insurance broking context.

This unit is applicable to individuals working within enterprises and job roles subject to licensing, legislative, regulatory or certification requirements including legislation administered by the Australian Securities and Investments Commission (ASIC).

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

Employability Skills

This unit contains employability skills.



Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to:

apply fund procedures.

Context of and specific resources for assessment

Assessment must ensure:

competency is demonstrated in the context of the work environment and conditions specified in the range statement either in a relevant workplace or a closely simulated work environment

access to and the use of a range of common office equipment, technology, software and consumables

access to organisation records

access to organisational policies and procedures.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples, in combination, are appropriate for this unit:

evaluating an integrated activity, which combines the elements of competency for the unit, or a cluster of related units of competency

observing processes and procedures in workplaces

verbal or written questioning on underpinning knowledge and skills

evaluating samples of work

accessing and validating third party reports

setting and reviewing workplace projects and business simulations or scenarios.

Guidance information for assessment

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Required skills

well-developed communication skills to:

negotiate with clients and others

determine and confirm information, using questioning and active listening techniques

liaise with others, share information, listen and understand

write clear and concise reports

use language and concepts appropriate to cultural differences

numeracy and IT skills to:

perform calculations related to achieving required outcomes

use computer applications (word processing, spreadsheet, database, specific purpose computer systems) to assist in achieving required outcomes

access and update records electronically

access web-based information services

literacy skills to read and interpret documentation from a variety of sources and record and consolidate relevant related information and maintain currency of industry products and services knowledge

research and analysis skills for accessing and interpreting relevant information

interpersonal skills

organisational skills, including the ability to plan and sequence work

Required knowledge

broking systems and procedures

insurance contract terms and conditions

insurance products and procedures

relevant legislation

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Claims may include:

casualty

consequential loss

employee benefits

liability

personal injury

property loss

third party injury.

Service providers may include:

accountants

engineers

legal professionals

loss adjusters

management consultants

medical practitioners

risk managers

specialist technical experts

surveyors

valuers.

Business records may be:

manual or electronic.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Comprehensive and detailed recording system is established to register claims that meet the terms of relevant business guidelines 
Claims recording system is regularly and accurately updated to minimise processing delays 
Claim reports are made formally within organisation operating time requirements 
Formal acknowledgment of claims receipt is immediately sought from insurers 
Appointment of a loss adjuster is established immediately 
When required claim forms and other required documentation are requested without delay 
Assistance is supplied to client to complete claims documentation, when required, to ensure full and accurate information is available to insurers in assessment of the claim 
Claims documentation is checked for errors and omissions to ensure accuracy 
Insurer, where required, is formally requested to reinstate sum insured 
Client is advised whether the sum insured has been reinstated 
Terms and conditions of the insurance policy are reviewed with the client to ensure the maximum claims recovery is sought 
Client is provided with advice on administration of the claims to ensure no breach of contract occurs and claims are managed efficiently 
Client is advised of appropriate legislative requirements to protect the client's interests 
Need for independent service providers with the range of expertise required for the claim is identified where settlement authority exists 
Suitable service provider is selected based on client's instructions where settlement authority exists 
Service provider is thoroughly briefed to ensure any investigation is comprehensive where settlement authority exists 
Report of the independent service provider is obtained, reviewed and assessed within agreed timeframes where settlement authority exists 
Contact with insurer's service provider is maintained to ensure reports and issues are dealt with promptly 
Details of insurer's settlement offer are prepared with recommendations for client review and acceptance without delay 
Client response to settlement offer is obtained and acted on without delay 
Settlement funds are remitted to client within terms of legislative requirements and business policy and procedures 
Business records are updated without delay according to business policy and guidelines 

Forms

Assessment Cover Sheet

FNSIBK404A - Provide a claims service to an insurance broking client
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

FNSIBK404A - Provide a claims service to an insurance broking client

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: