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Elements and Performance Criteria

1. Establish content of the claim
   • Terms and conditions of the insurance policy are reviewed with the client
   • Client or third party is provided with advice relating to potential claim recovery
   • Non-insured items are identified
2. Negotiate terms and conditions of settlement
   • Contact with insurer is established to ensure claims reporting under policy requirements
   • Contact with appropriate loss adjustor and/or underwriter claims specialist is established
   • Type of claim is identified in order to establish type of negotiation required
   • Independent claims resources are identified to represent client's interests if required
   • Grounds for negotiation are prepared
   • Negotiated agreement with the insurer regarding progressive settlement arrangements is achieved, and meets client requirements and approval
   • Communication with client is maintained
3. Notify terms of settlement to client
   • Details of insurer's settlement offer are prepared and documented with recommendations without delay for client review and acceptance
   • Client response to settlement offer is obtained and acted on without delay
   • Settlement funds are remitted to client

Required Skills

Required skills

welldeveloped communication skills to negotiate with clients and others determine and confirm information using questioning and active listening techniques write clear and accurate reports liaise with others share information listen and understand 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 webbased information services welldeveloped 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

insurance broking systems and procedures insurance contract terms and conditions insurance products and procedures relevant legislation

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	Evidence of the ability to use effective communication and negotiation skills implement claims management strategies and objectives monitor and provide support to ongoing claims activities ensuring that prompt and quality service is provided
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

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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.
Client or third party:	may make claims.
Types of claims may include:	casualty consequential loss employee benefits liability personal injury property loss third party injury.
Form of negotiation may include:	conference consultants inspections verbal written. Negotiations may take place: face-to-face other appropriate intermediary telephone via a third party assessor.
Documentation may include:	claim forms correspondence independent service provider reports invoices letters of demand loss adjuster reports professional reports proof of ownership quotes releases statutory declarations witness reports.

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