Release 

Comments 

Release 1

This version first released with FNS Financial Services Training Package Version 1.0.

ELEMENT 

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Collect and organise information relating to claim

1.1 Obtain all relevant information to determine whether valid claim exists

1.2 Organise relevant information into coherent and valid body of case knowledge

1.3 Maintain confidentiality of information according to legislative requirements and industry principles

1.4 Identify any information deficiencies and seek additional information from appropriate sources

2. Research claim and validate claim information

2.1 Check claims information to determine legitimacy of claim, including validity of policy and whether claimant is eligible to claim on policy

2.2 Identify needs for investigation and/or further information and appoint appropriate service providers where necessary

2.3 Undertake investigation and research within established claims management criteria and authorities

2.4 Monitor progress of investigation, if applicable

2.5 Refer all missing information, abnormalities or classification uncertainties to an appropriate authority

3. Maintain records and lines of communication

3.1 Maintain regular contact with relevant parties to ensure they are aware of current status of claim and are actively participating in process

3.2 Communicate information promptly to underwriter, which impacts on policy

3.3 Maintain regular and accurate diary system, and adhere to timelines

Skill 

Performance  Criteria 

Description 

Reading

1.1, 1.4, 2.1, 2.2, 2.3, 2.4

• Critically analyses complex documentation from a variety of sources and consolidates information relating to specific criteria to determine requirements

Writing

1.2, 1.4, 2.2, 2.5, 3.1, 3.2, 3.3

• Accurately records information in an organised way and prepares correspondence and documentation using clear language and organisational formats and protocols

Oral Communication

3.1, 3.2

• Conveys and clarifies information effectively to a range of personnel using active listening and questioning to clarify understanding

Numeracy

1.1, 2.1

• Performs mathematical calculations to analyse financial data and statistics to accurately assess claim

Navigate the world of work

1.3, 2.3

• Takes personal responsibility for following explicit and implicit policies, procedures and legislative requirements
• Identifies and acts on issues that contravene relevant policies, procedures and legal requirements

Interact with others

1.4, 2.2, 2.5, 3.1, 3.2

• Selects and uses appropriate conventions and protocols when communicating to clients and co-workers in a range of work contexts
• Uses a range of strategies to establish a sense of connection and build rapport with clients
• Recognises and accommodates basic differences and priorities of others during negotiations

Get the work done

1.1-1.4, 2.1-2.5, 3.1, 3.3

• Takes responsibility for planning, sequencing and prioritising tasks and own workload for efficiency and effective outcomes
• Addresses less predictable problems and initiates standard procedures in response, applying problem-solving processes in determining a solution
• Uses digital technologies to access, enter and store information required to complete work tasks

Code and title 

current version 

Code and title 

previous version 

Comments 

Equivalence status 

FNSISV405 Analyse insurance claims

FNSISV405A Analyse insurance claims

Updated to meet Standards for Training Packages.

Minor changes and reordering of performance criteria.

Equivalent unit

Release 

Comments 

Release 1

This version first released with FNS Financial Services Training Package Version 1.0.