Certificate III in Personal Injury Management (ClaimsManagement)

This qualification is designed to reflect the role of entry level employees within the personal injury management sector, who apply a broad range of competencies using limited discretion and judgement within the claims management function. Work functions may include:

processing case claims

acting as a claims agent

assisting in making workplaces and other relevant areas safe

promoting health, safety and welfare of workers and others

monitoring and review processes to ensure treatment is prompt, proactive and effective

promoting and improving return to work outcomes


Packaging Rules

13 units must be achieved.

7 core units

plus6 elective units

all elective units of competency may be selected from the elective bank below

a minimum of 4 electives must be selected from units aligned to Certificate III qualifications in the FNS10 Financial Services or other endorsed Training Package or accredited course

a maximum of 2 electives can be selected from units aligned to Certificate IV qualifications in the FNS10 Financial Services or other endorsed Training Package or accredited course.

Elective units must be relevant to the work outcome, local industry requirements and the qualification level.

Units selected from other Training Packages or accredited courses must not duplicate units selected from or available within the FNS10 Financial Services or BSB07 Business Services Training Packages.

Core units of competency:

add topic BSBCUS301A Deliver and monitor a service to customers

add topic BSBWOR404B Develop work priorities

add topic FNSPIM301A Process benefit payments

add topic FNSPIM302A Determine claim liability

add topic FNSPIM303A Work within the personal injury management sector

add topic FNSPIM304A Manage claims

add topic FNSPIM410A Collect, assess and use information

Elective units of competency:

add topic BSBCMM301A Process customer complaints

add topic BSBOHS303B Contribute to OHS hazard identification and risk assessment

add topic BSBWOR203A Work effectively with others

add topic CHCTC302A Provide client-centred telephone counselling

add topic FNSCUS401A Participate in negotiations

add topic PSPGOV311A Work with a coach or a mentor


    Qualification Pathway

    Personal injury management entry level job roles that may relate to outcomes within:

    workplace injury insurance

    compulsory third party insurance (CTP)

    This qualification is suited to an Australian Apprenticeship pathway.

    The primary pathway from this qualification is entry level employment the personal injury management sector. Other personal injury management specialist FNS10 Financial Services Training Package qualifications at Certificate III and IV would support career progression.

Entry Requirements

Not applicable.

Licensing Information

Not applicable.

Employability Skills


Employability Skill

Industry/enterprise requirements for this qualification include:


conducting research to collect and analyse information and presenting it in report form

having the ability to question, clarify and evaluate information

possessing well-developed presentation skills with an ability to 'read' verbal and non-verbal body language

preparing and presenting correspondence in appropriate electronic format

using effective telephone techniques and having the ability to negotiate solutions with clients, stakeholders and colleagues within area of responsibility

writing in a range of styles to suit different audiences


referring matters to nominated person as required

working as a member of a team and applying knowledge of one's own role to achieve team goals

working with specialists for advice and on a referral basis

Problem solving

applying estimating skills in calculating liability and refunds

resolving customer complaints within area of responsibility

reading and understanding policy documents

Initiative and enterprise

contributing creative ideas to resolve workplace issues

referring non-routine problems to a nominated person

responding to changing situations in the workplace

identifying and delivering service within industry best practice requirements

Planning and organising

contributing to the planning process by researching and validating information relating to claims

processing claims and policy data within defined guidelines

processing claims that have limited medical requirements

processing claims that may require periods of from work

processing low risk claims and claims with a low life span

processing routine documents and maintaining files, managing information and scheduling and coordinating competing tasks

reviewing and monitoring claims


managing own time and priorities and dealing with contingencies

operating within codes of ethics, codes of professional conduct, legislation and regulations

taking responsibility as required by work role and ensuring all organisational policies and procedures are followed


acquiring and applying knowledge of products, services and organisational policies and procedures

asking questions to clarify instructions

seeking advice on technical issues

using online help and manuals to solve basic technology problems


operating organisational business or records system

using business technology such as computers, and word processing and document management software

using databases, record system and workflow packages