Unit of competency Outline
Date retreived
22/07/2026 8:29 PM AWST
22/07/2026 8:29 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.
Provide a claims service to an insurance broking client
Provide a claims service to an insurance broking client
Unit of competency
National Code
FNSIBK404A
FNSIBK404A
State Code
D4182
D4182
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
29/07/2014
Field of Education
081103 - Insurance And Actuarial Studies
Original Release Date
29/07/2014
Nominal Hours
30
Description
This unit describes the performance outcomes, skills and knowledge required to provide an insurance claims service in an insurance broking context.This unit is applicable to individuals working within enterprises and job roles subject to licensing, legislative, regulatory or certification requirements including legislation administered by the Australian Securities and Investments Commission (ASIC).
Notes
Elements and Performance Criteria
1. Register claim
- 1.1. Comprehensive and detailed recording system is established to register claims that meet the terms of relevant business guidelines
- 1.2. Claims recording system is regularly and accurately updated to minimise processing delays
2. Advise insurers
- 2.1. Claim reports are made formally within organisation operating time requirements
- 2.2. Formal acknowledgment of claims receipt is immediately sought from insurers
- 2.3. Appointment of a loss adjuster is established immediately
3. Complete necessary documentation
- 3.1. When required claim forms and other required documentation are requested without delay
- 3.2. Assistance is supplied to client to complete claims documentation, when required, to ensure full and accurate information is available to insurers in assessment of the claim
- 3.3. Claims documentation is checked for errors and omissions to ensure accuracy
4. Reinstate sum insured
- 4.1. Insurer, where required, is formally requested to reinstate sum insured
- 4.2. Client is advised whether the sum insured has been reinstated
5. Advise client of rights and obligations
- 5.1. Terms and conditions of the insurance policy are reviewed with the client to ensure the maximum claims recovery is sought
- 5.2. Client is provided with advice on administration of the claims to ensure no breach of contract occurs and claims are managed efficiently
- 5.3. Client is advised of appropriate legislative requirements to protect the client's interests
6. Liaise with service providers
- 6.1. Need for independent service providers with the range of expertise required for the claim is identified where settlement authority exists
- 6.2. Suitable service provider is selected based on client's instructions where settlement authority exists
- 6.3. Service provider is thoroughly briefed to ensure any investigation is comprehensive where settlement authority exists
- 6.4. Report of the independent service provider is obtained, reviewed and assessed within agreed timeframes where settlement authority exists
- 6.5. Contact with insurer's service provider is maintained to ensure reports and issues are dealt with promptly
7. Notify terms of settlement to client
- 7.1. Details of insurer's settlement offer are prepared with recommendations for client review and acceptance without delay
- 7.2. Client response to settlement offer is obtained and acted on without delay
- 7.3. Settlement funds are remitted to client within terms of legislative requirements and business policy and procedures
8. Update relevant files and records
- 8.1. Business records are updated without delay according to business policy and guidelines
RANGE STATEMENT
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.
Claims may include:
casualty
consequential loss
employee benefits
liability
personal injury
property loss
third party injury.
Service providers may include:
accountants
engineers
legal professionals
loss adjusters
management consultants
medical practitioners
risk managers
specialist technical experts
surveyors
valuers.
Business records may be:
manual or electronic.
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.
Claims may include:
casualty
consequential loss
employee benefits
liability
personal injury
property loss
third party injury.
Service providers may include:
accountants
engineers
legal professionals
loss adjusters
management consultants
medical practitioners
risk managers
specialist technical experts
surveyors
valuers.
Business records may be:
manual or electronic.
EVIDENCE GUIDE
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:
apply fund procedures.
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 organisational 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 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:
apply fund procedures.
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 organisational 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
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| C9816 | FNSINBK304B | Provide a broking claims service to clients | Unit of competency |
Replaced By
| 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 |
|---|---|---|---|
| S698 | FNS30610 | Certificate III in Insurance Broking | Qualification |
| S716 | FNS41710 | Certificate IV in Insurance Broking | Qualification |