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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. Receive applications for benefit payment and/or insurance claims
   • Identify benefit types to determine appropriate steps for processing benefit
   • Acknowledge and receipt applications for superannuation benefit payment and/or insurance claim received via post or electronic means
   • Document receipt according to organisational procedures
   • Check applications and/or claims and organisational documents to ensure information is complete and correct
   • Check applications for eligibility
   • Verify signature on application with original documents
2. Identify and manage application and/or claim errors
   • Identify errors and incomplete applications and/or claims
   • Action incomplete or incorrect applications and/or claims according to organisational requirements
   • Prepare applications and/or claims for processing when required information is obtained
3. Assess and process applications for benefits and insurance claims
   • Check applications against conditions identified in trust deed and organisational procedures
   • Source additional information as required from relevant personnel
   • Check trust deed for defined beneficiaries and communicate with possible beneficiaries as necessary
   • Calculate benefit to include additional fees, charges and/or other factors, using computer system
   • Check information, including taxation and calculation results for integrity
   • Issue rollover documentation to members, Australian Taxation Office (ATO) and rollover funds, as required
   • Process application in accordance with conditions identified in trust deed, relevant legislation and organisational procedures
   • Pay benefit following organisational procedures if there is no objection from possible beneficiaries
4. Provide member communications
   • Provide statements and claim correspondence according to organisational guidelines and compliance requirements
   • Document processes and outcomes of application and/or claim in member files
   • Provide instruction for complaints to members as required
   • Maintain positive relations with clients

Performance Evidence

Evidence of the ability to:

process complex superannuation or insurance claims in accordance with conditions contained in the trust deed and organisational requirements

manage applications and claim errors

identify, source and interpret required information to process benefits for lump sum payments, death claims and disablement claims

calculate payments including taxation requirements as required

assess and determine benefit entitlements for death and disablement claims using computer programs.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

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Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

describe the key features of organisational policy, objectives and procedures relating to processing complex superannuation benefit or insurance claims

identify features and differences between payment types

describe documentation requirements for processing death and disability payments

outline the steps and procedures for:

assessing claims and calculating and processing payments

monitoring pension and annuity payments

outline the taxation requirements for:

death

deductions for payments

income protection

total and permanent disablement benefits

terminal illness benefit

financial hardship payment.

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