Elements and Performance Criteria
- Deal with initial client enquiry for general insurance
- Attend to client enquiries in timely and courteous manner
- Demonstrate active listening skills when dealing with client enquiries and provide help and assistance to ensure full and accurate completion of initial documentation where required
- Communicate clearly and unambiguously with clients to determine and clarify product of interest to them
- Analyse range of products of interest to clients to determine their categorisation as areas of general advice in line with legislation and organisational policy
- Inform clients that general advice will be provided to them in relation to products of interest and that only personal information for underwriting and calculating cost of product will be sought
- Refer clients to suitable specialist personnel where required advice is deemed to fall outside category of general advice
- Prepare general advice to client
- Provide general advice
- Ensure that product advice is given to client in clear and unambiguous way, avoiding jargon, in language appropriate to receiver and using organisational tools
- Demonstrate appropriate product and industry knowledge when providing advice to client
- Explain and discuss product advice with client in language that avoids giving impression adviser has considered client’s personal circumstances in providing advice
- Ensure that client is asked to consider appropriateness of advice for own circumstances
- Advise client to read product disclosure statement before making decision