AURC456633A
Investigate and assess automotive insurance claims

This unit of competency covers the competence required to inspect, compare and determine action to be taken with respect to damaged vehicles.

Application

This unit of competency applies to the following and should be contextualised to the qualification to which it is being applied:

retail, service and repair.


Elements and Performance Criteria

ELEMENT

PERFORMANCE CRITERIA

1. Investigate circumstances of claim

1.1. Facts and information are collected

1.2. Validity of the claim against reported circumstances is assessed

1.3. Fraud indicators are identified

1.4. Policy conditions are reviewed to ensure loss falls within policy coverage

1.5. Data and information collated is recorded progressively

1.6. Investigation procedures are carried out according to industry regulations/guidelines, occupational health and safety (OHS) legislation, statutory legislation and enterprise procedures/policies

2. Assess extent of loss

2.1. The extent of loss is determined without delay in a fair and equitable manner

2.2. Settlement options are examined that fill contractual obligations, enterprise policy and maintain customer satisfaction

2.3. Options are costed

3. Determine suitable action

3.1. A cost benefit analysis is carried out on each identified option

3.2. Action is consistent with nature of claim and assessment made

3.3. Action falls within enterprise legislative restraints

4. Prepare report on investigation and assessment

4.1. Comprehensive reports are prepared that specify full results of investigation and assessment

4.2. Recommendations for action are documented with justifications

4.3. Reports are submitted and filed in accordance with enterprise procedures

Required Skills

Required skills

collect, organise and understand information related to investigating and assessing automotive insurance claims

communicate ideas and information to customers and supervisors related to investigating and assessing automotive insurance claims

plan and organise activities related to investigating and assessing automotive insurance claims

work with others and in a team by seeing and conveying information related to the planning, sequencing and completion of the task

use mathematical ideas and techniques to count and measure

establish diagnostic processes that identify methods related to investigating and assessing automotive insurance claims

use workplace technology related to investigating and assessing automotive insurance claims

Required knowledge

Knowledge of:

industry records and how to maintain them

vehicle damage inspection methods

workshop manuals and repair guides

interview methods

oral communication and the English language

written communication skills

researching and comparison skills

Evidence Required

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

It is essential that competence is fully observed and there is ability to transfer competence to changing circumstances and to respond to unusual situations in the critical aspects of:

inspecting vehicle damage

inspecting and interpreting estimates for repairs

comparing vehicle damage with repair estimates.

Context of and specific resources for assessment

Underpinning knowledge and skills may be assessed on or off the job.

Assessment of practical skills must only take place after a period of supervised practice and repetitive experience. If workplace conditions are not available assessment in simulated workplace conditions is acceptable.

The prescribed outcome must be able to be achieved without direct supervision.

The following should be made available:

computer hardware/software, calculators and general office equipment

industry-accepted repair timeframes

replacement parts pricing guides

vehicle safety requirements

repair/replacement methods

workshop manuals and/or body repair manuals.

Method of assessment

Practical assessments:

maintain workplace records

convey information both orally and in writing

prepare accident and/or vehicle damage reports

research records/people to assist with preparation of accident and/or vehicle damage reports

interview people to determine details

inspect vehicles to verify damage.

Guidance information for assessment


Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Methods

Methods include:

physically checking/inspecting damage to vehicles and comparing with repairer's estimate for repairs

discussing repairer's estimate for repairs

altering repairer's estimate

reviewing reports and publications

interviewing clients and accident witnesses

responding to agency enquiries

Methods should be applied under normal operating conditions

Specific requirements

Specific requirements include:

producing manual and/or computer documents

knowledge of operating principles of vehicle systems and/or components

knowledge of repair methods for various components and/or vehicle systems

Information/documents

Information/documents may include:

manufacturer/component supplier specifications

enterprise operating procedures

customer requirements

industry/workplace codes of practice

OHS requirements

OHS requirements may include:

state/territory OHS legislation

award provisions


Sectors

Unit sector

Common


Employability Skills

This unit contains employability skills.


Licensing Information

Not Applicable