Elements and Performance Criteria
- Register claim
- Advise insurers and complete necessary documentation
- Verify appointment of loss adjuster immediately on receiving claim
- Seek formal acknowledgment of receipt of claim immediately from insurers
- Make formal claims reports within brokerage time requirements
- Provide assistance to client to complete claims documentation, when required
- Ensure full and accurate information is available to insurers in assessing claim
- Advise client of rights and obligations
- Formally request insurer to reinstate sum insured where required and inform client where reinstatement occurs
- Review terms and conditions of insurance policy with client to ensure maximum claims recovery is sought
- Advise client on administration of claims to ensure no breach of contract occurs and claims are managed efficiently
- Advise client of appropriate legislative requirements to protect client’s interests
- Liaise with service providers
- Identify need for independent service providers with suitable expertise for claim, where settlement authority exists
- Engage suitable service provider based on client’s instructions where settlement authority exists
- Brief service provider thoroughly to ensure any investigation is comprehensive where settlement authority exists
- Review and assess service provider’s report within agreed timeframes where settlement authority exists
- Maintain contact with insurer’s service provider to ensure reports and issues are dealt with promptly
- Notify terms of settlement to client and update files and records
- 5.1 Prepare details of insurer's settlement offer without delay, with recommendations for client to review
- Obtain and act on client’s response to settlement offer without delay
- Remit settlement funds to client in accordance with legislative requirements and business policy and procedures
- Update business records promptly according to brokerage policy and guidelines