This unit applies to insurance broking roles and may be applied within organisations of various sizes and across a range of customer bases.

ELEMENT

PERFORMANCE CRITERIA

1. Establish content of the claim

1.1. Terms and conditions of the insurance policy are reviewed with the client

1.2. Client or third party is provided with advice relating to potential claim recovery

1.3. Non-insured items are identified

2. Negotiate terms and conditions of settlement

2.1. Contact with insurer is established to ensure claims reporting under policy requirements

2.2. Contact with appropriate loss adjustor and/or underwriter claims specialist is established

2.3. Type of claim is identified in order to establish type of negotiation required

2.4. Independent claims resources are identified to represent client's interests if required

2.5. Grounds for negotiation are prepared

2.6. Negotiated agreement with the insurer regarding progressive settlement arrangements is achieved, and meets client requirements and approval

2.7. Communication with client is maintained

3. Notify terms of settlement to client

3.1. Details of insurer's settlement offer are prepared and documented with recommendations without delay for client review and acceptance

3.2. Client response to settlement offer is obtained and acted on without delay

3.3. Settlement funds are remitted to client

Required skills

well-developed communication skills to:

negotiate with clients and others

determine and confirm information, using questioning and active listening techniques

write clear and accurate reports

liaise with others, share information, listen and understand

use language and concepts appropriate to cultural differences

numeracy and IT skills to:

perform calculations related to achieving required outcomes

use computer applications (word processing, spreadsheet, database, specific purpose computer systems) to assist in achieving required outcomes

access and update records electronically

access web-based information services

well-developed literacy skills to read and interpret documentation from a variety of sources and record and consolidate relevant related information and maintain currency of industry products and services knowledge

research and analysis skills for accessing and interpreting relevant information

interpersonal skills

organisational skills, including the ability to plan and sequence work

Required knowledge

insurance broking systems and procedures

insurance contract terms and conditions

insurance products and procedures

relevant legislation

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

Evidence of the ability to:

use effective communication and negotiation skills

implement claims management strategies and objectives

monitor and provide support to ongoing claims activities ensuring that prompt and quality service is provided.

Context of and specific resources for assessment

Assessment must ensure:

competency is demonstrated in the context of the work environment and conditions specified in the range statement either in a relevant workplace or a closely simulated work environment

access to and the use of a range of common office equipment, technology, software and consumables

access to organisation records

access to organisational policies and procedures.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples, in combination, are appropriate for this unit:

evaluating an integrated activity, which combines the elements of competency for the unit, or a cluster of related units of competency

observing processes and procedures in workplaces

verbal or written questioning on underpinning knowledge and skills

evaluating samples of work

accessing and validating third party reports

setting and reviewing workplace projects and business simulations or scenarios.

Guidance information for assessment

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.

Client or third party:

may make claims.

Types of claims may include:

casualty

consequential loss

employee benefits

liability

personal injury

property loss

third party injury.

Form of negotiation may include:

conference

consultants

inspections

verbal

written.

Negotiations may take place:

face-to-face

other appropriate intermediary

telephone

via a third party assessor.

Documentation may include:

claim forms

correspondence

independent service provider reports

invoices

letters of demand

loss adjuster reports

professional reports

proof of ownership

quotes

releases

statutory declarations

witness reports.

Unit sector

Insurance broking

This unit contains employability skills.