This qualification is designed to reflect job roles in loss adjusting in a range of insurance organisations.
Possible work functions may include:
applying procedures and strategies for retaining and enhancing the customer relationship
inspecting for damage, recommending repair work and inspecting quality of work related to insurance claims
13 units must be achieved.
3 core units
plus 10 elective units
7 elective units must be selected from the elective units listed below.
The remaining 3 elective units may be selected from the elective units listed below, any endorsed Training Package or accredited course. Elective units may be selected from a Certificate IV or Diploma qualification.
Elective units must be relevant to the work outcome, local industry requirements and the qualification level.
Core units of competency:
FNSINC401A Apply principles of professional practice to work in the financial services industry
BSBOHS201A Participate in OHS processes
BSBWOR401A Establish effective workplace relationships
Elective units of competency:
Vehicle inspection and assessment
FNSIGN401A Provide technical guidance
FNSIGN402A Inspect quality of work
FNSIGN403A Estimate jobs
FNSIGN404A Inspect damage and develop scope of work
FNSIGN405A Inspect vehicle systems and components and determine preferred repair action
FNSIGN406A Inspect vehicle or property for saleable items and determine their value
Handling claims
FNSCUS401A Participate in negotiations
FNSISV405A Analyse insurance claims
Customer services
BSBCUS301B Deliver and monitor a service to customers
BSBCUS401B Coordinate implementation of customer service strategies
BSBCUS403B Implement customer service standards
General
FNSCUS402A Resolve disputes
FNSILA501A Plan and implement loss investigation
FNSILA502A Evaluate collected information
FNSILA503A Report findings and provide guidance to involved parties
FNSISV306A Receive and record or register a claim
BSBCCO405A Survey stakeholders to gather and record information
BSBWOR404B Develop work priorities
Pathways from the qualification
The primary pathway from this qualification is employment in assistant job roles in:
customer service
vehicle inspection and assessment
claims technicians
A further learning pathway utilising qualifications such as Diploma of Loss Adjusting or one of the specialist qualifications would support career progression.
Not applicable.
There is no direct link between this qualification and licensing, legislative and/or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative and/or regulatory requirements that impact on the unit.
The following table contains a summary of the employability skills required by industry for this qualification. The employability skills facets described here are broad industry requirements that may vary depending on qualification packaging options.
Employability Skill | Industry/enterprise requirements for this qualification include: |
Communication | 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 |
Teamwork | 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 |
Self-management | 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 |
Learning | 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 |
Technology | selecting and using technology and software packages to record, track and retrieve information using electronic communication devices and processes (e.g. |