Required skills

welldeveloped communication skills to

accurately pronounce specialist terminology

determine and confirm information using questioning and active listening as required

relate effectively to customers

liaise with others share information listen and understand

use language and concepts appropriate to cultural differences

numeracy and IT skills to

perform calculations related to achieving required outcomes

use computer applications word processing spreadsheet database specific purpose computer systems to assist in achieving required outcomes

access and update records electronically

access webbased information services

welldeveloped literacy skills to

read and interpret documentation from a variety of sources and record and consolidate relevant related information

read and interpret legalmedicalinsurance documents related to a claim

understand and use vocabulary for a specific purpose

clarify intended meaning and context

follow written and oral sequenced instructions involving specialist terminology in insurance

selfmanagement skills for complying with ethical legal and procedural requirements research and analysis skills for accessing and interpreting relevant information

organisational skills including the ability to plan and sequence work

Required knowledge

industry sector and organisation policy wording

IT and communications systems

organisation policy procedures underwritingclaims guidelines and authorities

policy coveragerequirements

procedures in relation to communication and the release of information security and confidentiality

relevant legislation and industry codes of practice

typescategories of insurance policies

legal terminology

insurance law

commonly used legal terminology in insurance

appropriate use of legal terminology within employees area of responsibility within an insurance context

relevant legal process as it relates to insurance andor legal claims proceedings

medical terminology

medical terminology used in insurance and sources of information

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

interpret instructions containing commonly used specialist terminology and abbreviations are responded to appropriately

maintain knowledge of specialist terminology used in insurance

use specialist terminology in insurance appropriately for the situation

access an appropriate personsource of information to clarify unclear instructions or to locate missing information

explain specialist terminology and processes applied to insurance to others in simple nonspecialist language with nondisclosable information is not communicated

understand legal and financial consequences of misusing legal terminology

conduct all work within accepted organisation and ethical codes of conduct including those relating to maintaining confidentiality privacy and compliance

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 organisation 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

Guidance information for assessment

Written and oral instructions may include:

Commonly used/appropriate specialist terminology in insurance may relate to:

Claims documentation may include:

Assistance or clarification may be sought from:

Specialist representatives or designated person may include:

Tasks may include:

Compliance may include:

Relevant legislation may include: