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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Investigate circumstances of claim
   • Facts and information are collected
   • Validity of the claim against reported circumstances is assessed
   • Fraud indicators are identified
   • Policy conditions are reviewed to ensure loss falls within policy coverage
   • Data and information collated is recorded progressively
   • Investigation procedures are carried out according to industry regulations/guidelines, occupational health and safety (OHS) legislation, statutory legislation and enterprise procedures/policies
2. Assess extent of loss
   • The extent of loss is determined without delay in a fair and equitable manner
   • Settlement options are examined that fill contractual obligations, enterprise policy and maintain customer satisfaction
   • Options are costed
3. Determine suitable action
   • A cost benefit analysis is carried out on each identified option
   • Action is consistent with nature of claim and assessment made
   • Action falls within enterprise legislative restraints
4. Prepare report on investigation and assessment
   • Comprehensive reports are prepared that specify full results of investigation and assessment
   • Recommendations for action are documented with justifications
   • Reports are submitted and filed in accordance with enterprise procedures

Required Skills

Required skills

collect organise and understand information related to investigating and assessing automotive insurance claims communicate ideas and information to customers and supervisors related to investigating and assessing automotive insurance claims plan and organise activities related to investigating and assessing automotive insurance claims work with others and in a team by seeing and conveying information related to the planning sequencing and completion of the task use mathematical ideas and techniques to count and measure establish diagnostic processes that identify methods related to investigating and assessing automotive insurance claims use workplace technology related to investigating and assessing automotive insurance claims

Required knowledge

Knowledge of industry records and how to maintain them vehicle damage inspection methods workshop manuals and repair guides interview methods oral communication and the English language written communication skills researching and comparison skills

Evidence Required

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	It is essential that competence is fully observed and there is ability to transfer competence to changing circumstances and to respond to unusual situations in the critical aspects of inspecting vehicle damage inspecting and interpreting estimates for repairs comparing vehicle damage with repair estimates
Context of and specific resources for assessment	Underpinning knowledge and skills may be assessed on or off the job Assessment of practical skills must only take place after a period of supervised practice and repetitive experience If workplace conditions are not available assessment in simulated workplace conditions is acceptable The prescribed outcome must be able to be achieved without direct supervision The following should be made available computer hardwaresoftware calculators and general office equipment industryaccepted repair timeframes replacement parts pricing guides vehicle safety requirements repairreplacement methods workshop manuals andor body repair manuals
Method of assessment	Practical assessments maintain workplace records convey information both orally and in writing prepare accident andor vehicle damage reports research recordspeople to assist with preparation of accident andor vehicle damage reports interview people to determine details inspect vehicles to verify damage
Guidance information for assessment

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Range Statement

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.
Methods	Methods include: physically checking/inspecting damage to vehicles and comparing with repairer's estimate for repairs discussing repairer's estimate for repairs altering repairer's estimate reviewing reports and publications interviewing clients and accident witnesses responding to agency enquiries Methods should be applied under normal operating conditions
Specific requirements	Specific requirements include: producing manual and/or computer documents knowledge of operating principles of vehicle systems and/or components knowledge of repair methods for various components and/or vehicle systems
Information/documents	Information/documents may include: manufacturer/component supplier specifications enterprise operating procedures customer requirements industry/workplace codes of practice
OHS requirements	OHS requirements may include: state/territory OHS legislation award provisions

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