Elements and Performance Criteria
- Respond to client enquiries for broking services
- Establish relationship with client and identify nature of broking services required to satisfy enquiry
- Clarify information and research activities required to prepare appropriate and timely response
- Determine relevant legislative and organisational requirements to be met in dealing with enquiry
- Collect and process information and prepare response
- Communicate information to client in suitable format that minimises need for follow up action
- Update organisational records to satisfy organisational policy and guidelines
- Provide insurance program for broking client
- Determine client’s insurance needs by undertaking assessment of client’s objectives and current risk situation
- Identify changes to client’s current insurance program by thorough analysis of information collected and discussions with client
- Negotiate with insurers as required to obtain terms for renewal and change of client’s insurances as required
- Communicate outcomes of negotiations and detailed information on options available to client
- Make recommendations to client and obtain client instructions to enable precise actions to be taken
- Place client insurances and confirm cover with client
- Notify details of cover required to insurers and obtain confirmation of interim cover in response to client instructions
- Check interim cover for accuracy and completeness, and confirm with client
- Complete required documentation accurately, and confirm premiums and statutory imposts prior to issuing instructions for completion of cover to insurer
- Check insurer’s documentation for omissions and errors prior to making record of confirmed insurance cover
- Remit premiums to insurers in accordance with organisational guidelines and legislative requirements
- Update relevant files and records
- Provide a claims service to broking client
- Register client’s claim in accordance with organisational guidelines
- Advise insurers and obtain necessary claims documentation
- Provide assistance to clients to provide accurate and complete information on claims documentation when required
- Request reinstatement of sum insured from insurer where required and advise client of reinstatement
- Review terms and conditions of policy and advise clients of claims administration process and their legislative rights and obligations
- Assist client to appoint independent claims service providers where required
- Maintain contact with all insurer and independent service providers to ensure reports and issues dealt with promptly
- Notify client of insurer’s terms of settlement and provide recommendations for client review
- Remit settlement funds to client according to organisational procedures, and update files and records promptly
- Provide ongoing services where requested by client