Provide a claims service to insurance broking clients

Unit of competency Outline

Date retreived
22/07/2026 4:29 PM AWST

Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.

Unit of competency

National Code
FNSIBK414

State Code
OCI20

TGA Status
Current

DTWD Status
Approved

Current Release Number
1.00

Current Release Date
04/11/2020

View on TGA

State Implementation and Classification

Approved Date

11/03/2021

Field of Education

081103 - Insurance And Actuarial Studies

Original Release Date

11/03/2021

Nominal Hours

Description

This unit describes the skills and knowledge required to provide an insurance claims service to clients in an insurance broking context.The unit applies to those who use well-developed communication and interpersonal skills in insurance broking organisations of various sizes and across a range of customer bases.Work functions in the occupational areas where this unit may be used are subject to regulatory requirements. Users are advised to check with the relevant state and territory regulatory authorities to confirm those requirements.

Notes

Elements and Performance Criteria

1. Register claim

1.1 Use internal broking claims system to register and process client claims
1.2 Update claims recording system in a manner that minimises processing time and according to organisational policies and procedures

2. Advise insurers and complete required documentation

2.1 Verify appointment of loss adjuster on receipt of claim
2.2 Obtain formal acknowledgment of receipt of claim from insurers
2.3 Make formal claim reports according to organisational procedures and within brokerage time requirements
2.4 Provide assistance to client, when required to complete claim documentation according to codes of practice
2.5 Ensure full and accurate information is available to insurers in assessing claim

3. Advise client of rights and obligations

3.1 Formally request insurer to reinstate sum insured where required and inform client where reinstatement occurs
3.2 Review terms and conditions of insurance policy with client to ensure maximum claim recovery is sought
3.3 Advise client on administration of claims to ensure no breach of contract occurs and claims are managed efficiently
3.4 Advise client of legislative requirements to protect client interests

4. Liaise with service providers

4.1 Identify need for independent service providers with suitable expertise for claim, where settlement authority exists
4.2 Engage suitable service provider based on client instructions where settlement authority exists and according to organisational policies and procedures
4.3 Brief service provider thoroughly to ensure investigation is comprehensive where settlement authority exists
4.4 Review and assess service provider’s report within agreed timeframes where settlement authority exists
4.5 Maintain contact with insurer’s service provider to ensure reports and issues are dealt with within required timeframe

5. Notify terms of settlement to client and update files and records

5.1 Prepare details of insurer’s settlement offer without delay, with recommendations for client to review
5.2 Obtain and act on client’s response to settlement offer without delay and according to organisational procedures
5.3 Remit settlement funds to client according to legislative requirements and organisational policies and procedures
5.4 Update business records promptly according to organisational policies and procedures

No information

Replaces

State Code	National Code	Title	Type
AUR41	FNSIBK404	Provide a claims service to an insurance broking client	Unit of competency

State Code	National Code	Title	Type
BFX3	FNS41720	Certificate IV in Insurance Broking	Qualification