This unit applies to policy related job roles in the personal injury management sector.

ELEMENT

PERFORMANCE CRITERIA

1. Finalise renewal premium

1.1. Information received from client is reviewed and client database is updated

1.2. Premium is recalculated according to operating procedures, specified criteria and legislative requirements

1.3. All relevant documentation is completed promptly according to operating procedures

1.4. Client follow-up is carried out as required and inquiries actioned according to organisation guidelines

1.5. Client invoice is prepared and issued in accordance with organisation procedures

2. Maintain policy

2.1. Amended information is received and reviewed to ensure it meets legislative and organisation requirements

2.2. Information is processed according to legislative and operating procedures

2.3. Information system is updated accurately

2.4. Requests for certificates of currency are checked for validity and certificates issued in accordance with operating procedures and legislative requirements

2.5. Mid-term premium amendments are reviewed and policy updates recorded accurately

2.6. Automatic renewals and cancellations are monitored in accordance with organisation operating procedures and legislative requirements

2.7. Premium projections are calculated and provided for clients as required

Required skills

Well-developed communication skills to:

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

liaise with others, share information, listen and understand

use language and concepts appropriate to cultural differences

well-developed numeracy and IT skills to:

perform calculations related to rates and premiums

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

access and update records electronically

use internet information

well-developed literacy skills to:

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

read and interpret information relating to insurance renewals and related transactions

Required knowledge

organisation and industry codes of practice relating to issuing policy documentation

details of appropriate legislation, regulations organisation operating procedures and codes of practice

industry classification systems and insurance rates for personal injury insurance

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 industry and organisation obligations and objectives including relevant legislative requirements

deal with questions relating to procedures of the business and policy renewal and maintenance issues that arise for clients

effectively research organisation and industry data and information

maintain accurate data on organisation information systems.

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.

Information received from client may include:

client requests for policy and rate information

renewal request

service request for advice on policies and options.

Premium may include:

calculated variations in accordance with organisation procedures

organisation or industry standard rate classification.

Relevant documentation may include:

application and renewal forms

client history documentation

industry or organisation rate charts.

Information system may include:

organisation computer systems

filing and other manual data storage systems

records management systems.

Unit sector

Personal injury management

This unit contains employability skills.