Elements and Performance Criteria
- Interpret documents and instructions
- Receive, understand and document written and oral instructions for a claim, using specialist terminology
- Interpret accurately claims documentation containing specialist terminology
- Use checklists and sources of information for specialist terminology in claims, where appropriate
- Understand abbreviations for specialist terms and related processes associated with insurance claims
- Seek clarification when necessary
- Use appropriate specialist terminology
- Use appropriate specialist terminology in both written and oral communication with internal and external parties related to claim
- Use, spell and pronounce correctly specialist terminology related to insurance claims in appropriate context
- Present claims documentation to designated person for verification, if required
- Apply specialist terminology
- Use specialist terminology correctly in completion of insurance claims tasks
- Seek assistance or clarification from specialist representatives or designated person as required
- Conduct all tasks within accepted organisational and ethical codes of conduct, including those relating to maintaining confidentiality, privacy and compliance
- Extend understanding of specialist terminology
- Identify and seek clarification of gaps in knowledge, such as relevant legislation, through appropriate source or person
- Identify and use, where appropriate, abbreviations for commonly used specialist terms and associated processes for insurance claims
- Answer questions or define terms relating to specialist terminology used in insurance