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. Clarify brief and instructions

1.1 Clarify brief provided to investigator including facts of claim, insurer’s instructions and outcomes required

1.2 Check subject matter questions to be investigated

2. Investigate claim

2.1 Determine method of investigation

2.2 Collect and organise required information to make logical case

2.3 Carry out investigations in accordance with legislation, regulations and organisational operating procedures and codes of practice, if applicable

2.4 Record all data and information progressively and accurately

2.5 File and store securely all original documents, tapes, photographs and other material

2.6 Prepare and communicate appropriate changes in brief or instructions

2.7 Comply with any changes in brief or instructions

3. Report on investigation

3.1 Prepare and transmit comprehensive reports according to reporting guidelines

3.2 Provide copies of documents, tapes, photographs and other materials to insurer’s nominated person

3.3 Give facts and justification for conclusions to insurer’s nominated person

3.4 Make recommendations for action, with appropriate justifications, where required

Skill 

Performance Criteria 

Description 

Reading

1.1, 1.2, 2.2

• Critically analyses plans and other documentation from a variety of sources and consolidates information to determine requirements

Writing

1.1, 2.4, 2.6, 3.1, 3.3, 3.4

• Accurately records conversations and other details, and transfers information into organisational systems
• Writes, edits and proofreads documents and reports to ensure clarity of meaning, and accuracy and consistency of information

Oral Communication

1.1, 2.6, 3.3, 3.4

• Interacts effectively in verbal exchanges, using active listening and questioning to convey and clarify information

Numeracy

2.2, 3.3

• Performs mathematical calculations to interpret and compare financial data and information

Navigate the world of work

2.3, 3.1

• Takes full responsibility for following policies, procedures and legislative requirements, and identifies organisational implications of new legislation or regulation

Interact with others

2.6, 3.3, 3.4

• Selects and uses appropriate conventions and protocols when communicating with a diverse range of colleagues and clients to build rapport and foster strong relationships

Get the work done

1.1, 2.1, 2.3, 2.5, 2.7, 3.2, 3.3

• Accepts responsibility for planning and sequencing complex tasks and workload, negotiating key aspects with others and taking into account capabilities, efficiencies and effectiveness
• Responds intuitively to problems requiring immediate resolution, drawing on past experiences to focus on the cause of a problem
• 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 

FNSISV506 Investigate insurance claims

FNSISV506A Investigate 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.