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

ELEMENT

PERFORMANCE CRITERIA

1. Identify and clarify the customer's request

1.1. Customer's requirements are identified

1.2. All necessary information is elicited from the customer

1.3. Data on insurance proposal is gathered within timelines required by organisation

1.4. Underwriter's terms and conditions are applied

1.5. Risk information advised by client is verified

1.6. Survey requirements are implemented if applicable

2. Issue insurance contact

2.1. Terms and conditions of contract are specified in line with organisation guidelines, policies and procedures

2.2. If request falls outside the organisation guidelines, decision is referred to the appropriate person

2.3. Contract documentation is completed and reviewed to ensure it meets legislative requirements

2.4. Contract is checked for accuracy and omissions according to operating procedures

2.5. Cover note, quote, or new insurance contract is issued following organisation operating procedures and dispatched to customer

2.6. Contract documentation is accurately filed in accordance with operating procedures

2.7. If requested by customer, policy is cancelled and documentation dispatched to customer

Required skills

communication skills to:

determine and confirm information, using questioning and active listening as required

relate to customers

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

literacy skills to read and interpret documentation from a variety of sources and record and consolidate relevant related information

research and analysis skills for accessing and interpreting relevant information

organisational skills, including the ability to plan and sequence work

Required knowledge

basic industry sector compliance requirements

organisation and departmental policy, procedures and authorities

organisation and industry sector policy wording

organisation IT and communication systems

interpretation of applicable ratings

relevant insurance product knowledge

relevant industry 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:

interpret and apply relevant legislation

identify and clarify the customer's request

issue insurance contract.

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 organisation 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.

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.

Risk information may include:

claims history

driving and/or accident history

locality

and other information relating to the particular contract.

Survey requirements may include:

risk improvement requirements.

Documentation includes:

amendments

certificate of insurance

cover notes

invoices

policy notices.

Unit sector

Insurance services

This unit contains employability skills.