This unit applies to job roles involving specialist knowledge and functions such as insurance brokers or agents 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 non-routine, complex aspects and clarify the customer's situation

1.1. Non-routine and complex aspects of the customer's requirements are identified

1.2. All necessary information is elicited from the customer

1.3. Specialists are consulted where necessary

1.4. Relevant parameters for non-routine, complex situations are applied

1.5. Risk information advised by client is verified

1.6. Survey requirements are implemented, if applicable

2. Determine appropriate approach to complex and non-routine aspects

2.1. Relevant parameters are assessed and interpreted to determine organisation approach

2.2. Specialists within and outside the organisation are consulted as necessary

2.3. Terms, conditions of contract and premiums are determined within relevant parameters

2.4. Request is referred to higher authority if outside policy and organisation guidelines

3. Issue insurance contact

3.1. Any special aspects of the policy are identified and notified to client

3.2. Where applicable under law an unacceptable request is declined, customer is informed and reasons given

3.3. Relevant calculations and contract documentation are completed and reviewed to ensure it meets organisation procedures and legislative requirements

3.4. Documentation is checked for accuracy and omissions according to operating procedures for non-routine, complex contracts

3.5. Cover note, quote, or new insurance policy is issued following organisation operating procedures and dispatched to client

Required skills

highly developed communication skills to:

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

relate effectively to customers

liaise with others, share information, listen and understand

use language and concepts appropriate to cultural differences

well-developed numeracy and IT skills to:

interpret charts, graphs and statistical information and calculate/estimate premiums and claims 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

learning skills to maintain knowledge of changes to compliance legislation and requirements

problem solving skills to identify any issues that have the potential to impact on work outcomes and to develop options to resolve these issues when they arise

self-management skills for complying with ethical, legal and procedural requirements research and analysis skills for accessing and interpreting relevant information

organisational skills, including the ability to plan and sequence work

Required knowledge

industry sector compliance requirements

interpretation of applicable ratings

organisation and departmental policy, procedures and authorities and industry sector policy wording

organisation IT and communication systems

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:

interpret and comply with relevant legislation and regulations

identify non-routine aspects and clarify the customers' request

determine organisation approach to complex and non-routine aspects of the request

determine correct premium and 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

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.

Non-routine and complex may include:

complex transactions with a range of uncertain variables

cross border implications

difficult and hard to place risks

grouped employers

GST and other tax implications

oversupply of capital

predecessor organisation rule

referral risks

risks outside authority levels

technology risks.

Specialists may include:

experts on endorsement and exclusions

insurance brokers

legal interpretation of legislation

policy drafters.

Relevant parameters may include:

legislation, guidelines and instructions

organisation policy and procedures

premium and rate assessments

underwriter's terms and conditions.

Risk information may include:

claims records and data

formal risk survey

organisation history.

Documentation includes:

amendments

cover notes

endorsements

exclusions

extensions

policy schedules

premium calculations

survey results.

Legislative requirements may include:

codes of practice

compulsory third party motor accident insurance legislation, regulations and guidelines

Insurance (Agents and Brokers) Act

Insurance Contracts Act

Trade Practices Act

workers compensation insurance legislation, regulations and guidelines.

Unit sector

Insurance services

This unit contains employability skills.