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. Interpret documents and instructions

1.1 Receive, understand and document written and oral instructions for a claim, using specialist terminology

1.2 Interpret accurately claims documentation containing specialist terminology

1.3 Use checklists and sources of information for specialist terminology in claims, where appropriate

1.4 Understand abbreviations for specialist terms and related processes associated with insurance claims

1.5 Seek clarification when necessary

2. Use appropriate specialist terminology

2.1 Use appropriate specialist terminology in both written and oral communication with internal and external parties related to claim

2.2 Use, spell and pronounce correctly specialist terminology related to insurance claims in appropriate context

2.3 Present claims documentation to designated person for verification, if required

3. Apply specialist terminology

3.1 Use specialist terminology correctly in completion of insurance claims tasks

3.2 Seek assistance or clarification from specialist representatives or designated person as required

3.3 Conduct all tasks within accepted organisational and ethical codes of conduct, including those relating to maintaining confidentiality, privacy and compliance

4. Extend understanding of specialist terminology

4.1 Identify and seek clarification of gaps in knowledge, such as relevant legislation, through appropriate source or person

4.2 Identify and use, where appropriate, abbreviations for commonly used specialist terms and associated processes for insurance claims

4.3 Answer questions or define terms relating to specialist terminology used in insurance

Skill 

Performance Criteria 

Description 

Learning

4.1

• Identifies gaps in own knowledge and actively locates sources to build understanding

Reading

1.1, 1.2, 1.4, 4.2

• Interprets and analyses specific information in the medical and legal fields relating to a claim
• Understands specific terminology and abbreviations within the context of a claim

Writing

1.1, 1.3, 2.1, 2.2, 2.3, 3.1, 3.2, 4.1, 4.2, 4.3

• Employs specific language and terminology in a specialist field and uses abbreviations where appropriate
• Articulates complex ideas in a manner appropriate for the target audience

Oral Communication

1.1, 1.5, 2.1, 2.2, 3.1, 3.2, 4.1, 4.3

• Uses specific language appropriate to the context and audience
• Uses questioning and listening techniques to clarify own understanding and ask clarifying questions

Navigate the world of work

3.3

• Takes personal responsibility for following explicit and implicit policies, procedures and legislative requirements

Interact with others

1.1, 1.5, 2.1, 2.3, 3.2

• Selects and uses appropriate conventions and protocols when communicating with clients and co-workers in a range of work contexts
• Cooperates with others and contributes to work practices

Get the work done

1.1-1.4, 3.1-3.3, 4.2, 4.3

• Plans and implements routine tasks and workload, and seeks assistance as required
• 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 

FNSISV406 Use specialist terminology in insurance claims

FNSISV406A Use specialist terminology in insurance claims

Updated to meet Standards for Training Packages

Equivalent unit

Release 

Comments 

Release 1

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