Assessor Resource

FNSSUP502A
Supervise insurer liaison

Assessment tool

Version 1.0
Issue Date: May 2024


This unit applies to job roles involving implementing and supervising the liaison between insurance bodies and has application to trustees and small Australian Prudential Regulation Authority (APRA) funds. It does not cover the payment of benefits to a member but covers the obtaining of monies from the insurer.

This unit describes the performance outcomes, skills and knowledge required to implement and supervise liaison with insurance bodies. It encompasses establishing insurer liaison, supervising the claim procedures, managing complex claims and managing risk.

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:

use risk profiling techniques

implement trustee instructions

develop and maintain documentation systems for insurance claims

identify, source and interpret required information to process benefits for lump sum payments, death claims and disablement claims

assess and determine benefit entitlements for ETPs, death and disablement claims.

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 financial records

access to organisation 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 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 and negotiation skills to:

liaise with others, share information, confirm work requirements, using questioning and active listening as required

use language and concepts appropriate to cultural differences

negotiate suitable outcomes to disputes

numeracy and IT skills to:

perform calculations related to funds

access and update account records electronically

use internet information

well-developed literacy skills to read and interpret documentation from a variety of sources and record and consolidate related information

data analysis and interpretation skills

interpersonal skills to relate effectively within a team environment

organisation skills, including the ability to plan and sequence work

learning skills to maintain knowledge of changes to products and relevant legislation

judgement skills for forming recommendations in operational situations

management skills for working effectively in a constantly changing environment

Required knowledge

organisation policies, objectives and guidelines

Government Member Protection Rules

Preservation Rules (before and after July 1999)

taxation requirements for Eligible Termination Payments (ETPs) under the Income Tax Assessment Act

components of a superannuation ETP

documentation requirements of a superannuation ETP

taxation requirements for:

total and permanent disablement benefits

salary continuance insurance payments

Reasonable Benefit Limits (RBL) regulations and impacts on taxation

procedures for:

calculating and processing benefits

assessing insurance claims and calculating and processing benefit payments

documentation requirements for processing death and disability payments

regulations and legislation applying to payments

internal and Superannuation Complaints Tribunal (SCT) complaints procedures

organisation guidelines for insurance arrangements

performance goals for insurers

compliance responsibilities for claims processing

tendering processes

insurance procedures

risk management strategies

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.

Performance measures may include:

claim processing times

cost of premiums

disability definition

implementation of follow-up

profit sharing arrangements

response times to correspondence

standard of service.

Information may include:

claims experience of members

details for underwriting process

details of claims

new member details

occupation of members

sums insured per member.

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
Organisation guidelines for insurance arrangements are identified 
Insurance performance measures are established 
Tendering process is facilitated when necessary 
Contact is established with insurer and regular liaison maintained 
Insurance premiums payment details are established 
Procedures for processing claims are established 
Required paperwork is obtained 
Insurer is provided with information to maintain accurate member records 
Risk of member profile is assessed with insurer 
Procedures are undertaken to reduce risk in line with organisation guidelines 
Claims documentation is assessed and reports generated for trustee 
Trustee decisions on claims and risk management procedures are implemented 
Paperwork for claim applications is prepared 
Personal statements and medical reports are obtained as required 
Performance requirements for insurer are monitored 
Insurer is provided with information as required in order to process claim 
Disputed claims are referred to complaints procedure 
Documentation for complex claims is gathered and prepared for insurer 
Claim applications are checked against conditions identified in trust deed 
Claim beneficiaries are incorporated into claims processing procedure 
Claim correspondence is complied in accordance with the conditions identified in the trust deed, relevant legislation and organisation procedures 
Claim correspondence is forwarded to insurer 

Forms

Assessment Cover Sheet

FNSSUP502A - Supervise insurer liaison
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

FNSSUP502A - Supervise insurer liaison

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: