Elements and Performance Criteria

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.


property loss

consequential loss

personal injury

liability

third party injury

employee benefits

casualty


verbal

conference

consultants

written

inspections


face to face

third party assessor

telephone

other appropriate intermediary


claims


claim forms

invoices

letters of demand

releases

witness reports

correspondence

proof of ownership

quotes

professional reports

statutory declarations

loss adjuster reports

independent service provider reports

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

To achieve competency in this unit, a person must be able to demonstrate:

ability to apply communication and negotiation skills
ability to implement claims management strategies and objectives
ability to monitor and provide support to ongoing claims activities ensuring that prompt and quality service is provided

Evidence required for demonstration of consistent performance:
Competence in this unit must be assessed over a period of time in order to ensure consistency of performance over the Range Statement and contexts applicable to the work environment.

Delivery/assessment relationship to other units:
This unit can be assessed independently.

Method of assessment:
For valid and reliable assessment of this unit, evidence should be gathered through a range of methods to indicate consistent performance. Portfolio and simulated methods may be used for assessment that includes a range of insurance product types, contracts and conditions or a range of relevant services.
Assessment of this unit of competence will usually include observation of processes and procedures, oral and/or written questioning on underpinning knowledge and skills and other methods as required.

Context of assessment:
This unit must be assessed in an industry context for key performance requirements. Aspects of competency, including evidence of relevant underpinning knowledge and skill, may be assessed in a simulated work environment or other appropriate means.

Resources required for assessment:
Unless otherwise specified, there are no significant resource implications for assessment of this unit, apart from access to a relevant workplace or closely simulated office environment and the use of a range of office equipment, technology and consumables. These may include standard commercial computer hardware, software, telephones, facsimiles, and other relevant office equipment.