Certificate IV in General Insurance

This qualification is designed to reflect the role of persons carrying out work in general insurance in a range of organisations and may meet Australian Securities and Investments Commission (ASIC) requirements for Tier 1 personal advice. Possible work functions may include:

analysing insurance claims

applying procedures and strategies for retaining and enhancing the customer relationship

gathering risk information

motor and home assessors

sales and support

reviewing and assessing risk information.


Packaging Rules

13 units must be achieved.

5 core units

plus8 elective units

selecting the identified elective unit/s * could meet ASIC accreditation requirements for providing financial product advice. Conditions relating to ASIC accreditation should be obtained from ASIC

A maximum of 3 of the elective units must be selected from Group B or units aligned to other Certificate IV qualifications in FNS10 Financial Services Training Package the remaining elective units can be selected from Group A or B

A maximum of 2 electives may be selected from units aligned to Certificate IV qualifications in any endorsed Training Package or accredited course

A maximum of 2 electives may be selected from units aligned to Diploma qualifications in any 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 BSBITS401A Maintain business technology

add topic BSBOHS404B Contribute to the implementation of strategies to control OHS risk

add topic BSBWOR401A Establish effective workplace relationships

add topic FNSINC401A Apply principles of professional practice to work in the financial services industry

add topic FNSINC402A Develop and maintain in-depth knowledge of products and services used by an organisation or sector

Elective units of competency:

Group A

add topic FNSASICN503A Provide Tier 1 personal advice in general insurance *

add topic FNSASICO503A Provide Tier 1 general advice in general insurance *

Group B (General)

add topic BSBCCO402A Gather, collate and record information

add topic BSBCUS301A Deliver and monitor a service to customers

add topic BSBCUS401A Coordinate implementation of customer service strategies

add topic BSBCUS403A Implement customer service standards

add topic FNSSAM401A Sell financial products and services

add topic FNSSAM402A Implement a sales plan

add topic FNSSAM403A Prospect for new clients

add topic FNSIAD501A Provide appropriate services, advice and products to clients

add topic FNSCUS401A Participate in negotiations

add topic FNSCUS402A Resolve disputes

add topic FNSCUS505A Determine client requirements and expectations

add topic FNSCUS506A Record and implement client instructions

add topic FNSINC501A Conduct product research to support recommendations

add topic FNSISV401A Evaluate risk for new business

add topic FNSISV402A Underwrite new business

add topic FNSISV403A Survey potential risk exposure

add topic FNSISV404A Underwrite renewal business

add topic FNSISV405A Analyse insurance claims

add topic FNSISV406A Use specialist terminology in insurance claims

Note Units marked * have the following four co-requisite unit requirements for ASIC Tier 1 accreditation:

add topic FNSIAD501A Provide appropriate services, advice and products to clients

add topic FNSCUS505A Determine client requirements and expectations

add topic FNSCUS506A Record and implement client instructions

add topic FNSINC501A Conduct product research to support recommendations


    Qualification Pathway

    Preferred pathways for candidates entering this qualification include:

    FNS30510 Certificate III in General Insurance

    The primary pathway from this qualification is employment in an assistant role in general insurance involving functions such as:

    claims handling

    customer enquiries

    determining risk exposure

    dispute resolution

    providing customer service

    sales support


    This qualification may be suited to an Australian Apprenticeship pathway.

    A further learning pathway utilising a qualification such as FNS51110 Diploma of General Insurance or one of the specialist qualifications would support career progression.

Entry Requirements

Not applicable.

Licensing Information

Not applicable.

Employability Skills


Employability Skill

Industry/enterprise requirements for this qualification include:


communicating ideas and information cognisant of clients' social and cultural diversity and special needs

consulting and negotiating with internal and external stakeholders

consulting, questioning, clarifying and evaluating information

demonstrating selling skills including matching needs with products/services

interpreting customer needs

investigating and negotiating to resolve disputes within area of responsibility

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

using a range of techniques to elicit feedback from customers

using specialist language in written and oral communication

using well-developed interpersonal skills and having the ability to produce a wide range of reports and make presentations as required

writing in a range of styles to suit different audiences


coaching and mentoring staff to reach minimum customer service standards

developing a rapport with clients when identifying their needs, objectives and financial situation

developing team plans and contributing to team cohesion

making constructive contributions to group decision making processes

providing feedback to team members

Problem solving

conducting needs analyses

estimating, forecasting and conducting competitive comparisons

performing calculations and developing a risk investment profile for individual clients

resolving poor performance issues within scope of responsibility

working proactively with management to resolve workplace issues

Initiative and enterprise

being creative and providing innovative solutions to complex issues

responding to new and changing circumstances to ensure accurate and timely advice

Planning and organising

evaluating and authorising payment requests

maintaining accounts records for compliance purposes

preparing financial reports

recording, gathering and classifying information


acting as a role model for others

taking to management concerns with own level of responsibility

working ethically and complying with all industry codes of practice and legislative requirements


applying learning to develop improved practices

coaching and mentoring others to acquire new knowledge and skills

contributing to the learning of others through implementing team building exercises

developing and maintaining professional competency


selecting and using technology and software packages to record, track and retrieve information

using electronic communication devices and processes (e.g. internet, intranet, fact finder, email) to produce written correspondence, charts, diagrams, schedules and reports