Elements and Performance Criteria
- Deal with initial client enquiry for general insurance
- Consumer enquiries are attended to in a timely and courteous manner
- Active listening skills are demonstrated in dealing with consumer enquiries and help and assistance is provided to ensure the full and accurate completion ofinitial documentation where required
- Clear and unambiguous communication is undertaken with the consumer to determine and clarify the product of interest to them
- The range of products of interest to the consumer are analysed to determine their categorisation as areas of general advice in line with legislation and organisational policy
- Consumers are informed that general advice will be provided to them in relation to the products of interest and that only personal information for underwriting and calculating the cost of the product will be sought
- The consumer is referred to appropriate specialist personnel where required advice is deemed to fall outside the category of general advice
- Prepare general advice to client
- The correct disclosure documentation is provided in accordance with legislation and organisational policy
- A general advice warning is given to the consumer in line with legislative and organisation policy
- Special communication needs of clients or consumers are considered in delivering general advice warning
- Provide general advice
- The product advice is given to the consumer in a clear and unambiguous way avoiding jargon and in a language appropriate to the receiver and using organisational tools
- Product and industry knowledge appropriate for advice offered is demonstrated when providing advice to the client
- Product advice is explained and discussed with the client in language that avoids giving the impression the adviser has considered the consumer's personal circumstances in providing the advice
- Client is requested to consider the appropriateness of the advice in the light of their own circumstances
- Client is advised to read the product disclosure statement before making a decision