Manage non-routine and complex claims

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver FNSISV510, 'Manage non-routine and complex claims'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Books
Reference books for 'Manage non-routine and complex claims' on fishpond.com.au. This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to ntisthis.com for every purchase, so go nuts :)


Elements and Performance Criteria

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Analyse claim to determine validity

1.1 Assess validity of claim against organisational and policy acceptance criteria for relevant type and category of policy

1.2 Confirm information as accurate, comprehensive and authentic

1.3 Seek inclusive validity from specialists for advice where required

1.4 Notify reinsurer of any claim immediately

2. Evaluate impact of claim

2.1 Analyse data relating to extent of loss, damage or injury, and seek and review claim estimates

2.2 Compare claim to expected payment projections for product type and determine business impact

2.3 Determine strategies to minimise negative impact of any non-routine or complex claim within requirements to meet policy obligations

2.4 Determine necessity for urgent action to protect organisational interests

3. Determine settlement options

3.1 Identify settlement options within policy obligations, organisational and legislative requirements

3.2 Seek advice on settlement options from appropriate person if required

4. Manage support arrangements to resolve claim

4.1 Liaise with relevant parties to identify and meet support requirements such as partnering with external experts to ensure clients’ needs are met

4.2 Manage any legal processes from non-routine or complex claims perspective, including international legal system requirements, if applicable

4.3 Employ mediation skills to resolve issues or disputes associated with significant claim, as required

5. Identify any required changes to policy or procedures

5.1 Document circumstances of claim for consideration in portfolio review

5.2 Instigate changes to policy and procedures to minimise further loss in similar circumstances, if appropriate

6. Report findings and update records

6.1 Document actions, procedures and outcomes and record promptly and accurately

6.2 Provide stakeholders with accurate and timely advice regarding claim proceedings

6.3 Store and maintain finalised claims files according to organisational policy, legislative requirements and codes of practice, as applicable


Qualifications and Skillsets

FNSISV510 appears in the following qualifications:

  • FNS51110 - Diploma of General Insurance
  • FNS51115 - Diploma of General Insurance