Unit of competency Outline
Date retreived
22/07/2026 6:35 PM AWST
22/07/2026 6:35 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.
Negotiate complex claims settlement for insurance broking client
Negotiate complex claims settlement for insurance broking client
Unit of competency
National Code
FNSIBK512A
FNSIBK512A
State Code
D4195
D4195
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
40
Description
This unit describes the performance outcomes, skills and knowledge required to research, organise, identify points of difference, clarify the crucial issues and present a case for a point of view in negotiating terms and conditions of insurance claims settlements for clients.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. Establish content of the claim
- 1.1. Terms and conditions of the insurance policy are reviewed with the client
- 1.2. Client or third party is provided with advice relating to potential claim recovery
- 1.3. Non-insured items are identified
2. Negotiate terms and conditions of settlement
- 2.1. Contact with insurer is established to ensure claims reporting under policy requirements
- 2.2. Contact with appropriate loss adjustor and/or underwriter claims specialist is established
- 2.3. Type of claim is identified in order to establish type of negotiation required
- 2.4. Independent claims resources are identified to represent client's interests if required
- 2.5. Grounds for negotiation are prepared
- 2.6. Negotiated agreement with the insurer regarding progressive settlement arrangements is achieved, and meets client requirements and approval
- 2.7. Communication with client is maintained
3. Notify terms of settlement to client
- 3.1. Details of insurer's settlement offer are prepared and documented with recommendations without delay for client review and acceptance
- 3.2. Client response to settlement offer is obtained and acted on without delay
- 3.3. Settlement funds are remitted to client
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.
Client or third party:
may make claims.
Types of claims may include:
casualty
consequential loss
employee benefits
liability
personal injury
property loss
third party injury.
Form of negotiation may include:
conference
consultants
inspections
verbal
written.
Negotiations may take place:
face-to-face
other appropriate intermediary
telephone
via a third party assessor.
Documentation may include:
claim forms
correspondence
independent service provider reports
invoices
letters of demand
loss adjuster reports
professional reports
proof of ownership
quotes
releases
statutory declarations
witness reports.
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.
Client or third party:
may make claims.
Types of claims may include:
casualty
consequential loss
employee benefits
liability
personal injury
property loss
third party injury.
Form of negotiation may include:
conference
consultants
inspections
verbal
written.
Negotiations may take place:
face-to-face
other appropriate intermediary
telephone
via a third party assessor.
Documentation may include:
claim forms
correspondence
independent service provider reports
invoices
letters of demand
loss adjuster reports
professional reports
proof of ownership
quotes
releases
statutory declarations
witness reports.
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:
use effective communication and negotiation skills
implement claims management strategies and objectives
monitor and provide support to ongoing claims activities ensuring that prompt and quality service is provided.
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:
use effective communication and negotiation skills
implement claims management strategies and objectives
monitor and provide support to ongoing claims activities ensuring that prompt and quality service is provided.
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 |
|---|---|---|---|
| C9824 | FNSINBK508B | Negotiate complex claims settlement for insurance broking client | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AUR52 | FNSIBK512 | Negotiate complex claims settlement for insurance broking client | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| S728 | FNS51210 | Diploma of Insurance Broking | Qualification |