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. Establish insurer liaison

1.1 Identify organisational procedures for insurance arrangements

1.2 Determine insurance performance measures

1.3 Establish contact with insurer and maintain regular liaison

1.4 Determine insurance premiums payment details

1.5 Establish procedures for processing claims

1.6 Obtain paperwork required to undertake activities

1.7 Provide insurer with information to maintain accurate member records

2. Manage risk

2.1 Assess risk of member profile with insurer

2.2 Undertake procedures to reduce risk in line with organisational procedures

2.3 Assess claims documentation and generate reports for trustee

2.4 Implement trustee decisions on claims and risk management procedures

3. Supervise claim procedures

3.1 Monitor performance requirements for insurer

3.2 Provide insurer with information as required to process claim

3.3 Refer disputed claims to complaints procedure

4. Manage complex claims

4.1 Gather documentation for complex claims and prepare for insurer

4.2 Check claim applications against conditions identified in trust deed

4.3 Incorporate claim beneficiaries into claims processing procedure

4.4 Compile claim correspondence in accordance with conditions identified in trust deed, relevant legislation and organisational procedures

4.5 Forward claim correspondence to insurer

Skill 

Performance Criteria 

Description 

Reading

1.1, 1.4, 2.1, 2.3, 4.1, 4.2

• Researches and consolidates complex information and data from a range of sources
• Thoroughly analyses information and data against defined criteria, conditions and requirements

Writing

1.2, 1.3-1.5, 1.7, 3.2, 4.1, 4.4, 4.5

• Accurately and logically records and manages information using correct organisational formats and systems
• Prepares documentation using clear language, concepts and terminology appropriate for the audience and purpose

Oral Communication

1.3, 3.2

• Uses collaborative techniques including active listening and questioning to negotiate outcomes, and to convey and clarify information in verbal exchanges

Numeracy

1.4, 1.7, 2.1, 2.3, 3.4

• Applies mathematical problem-solving techniques to analyse and assess numeric and financial data, and to process claims

Navigate the world of work

1.1, 2.2, 3.3, 4.2, 4.3, 4.4

• Takes full responsibility for following policies, procedures and legislative requirements, and identifies organisational implications of new legislation or regulation
• Identifies and resolves key business issues, processes and practices that may have legal implications
• Seeks to improve policies and procedures to better meet organisational goals

Interact with others

1.3, 1.7, 3.1, 4.5

• Implements strategies for a diverse range of colleagues and clients to build rapport and foster strong relationships
• Collaborates with others, sharing information and avoiding behaviours that are not conducive to a productive environment

Get the work done

1.1-1.7, 2.1, 2.3, 2.4, 3.1, 3.2, 4.1, 4.3-4.5

• Accepts responsibility for planning and sequencing complex tasks and workload, negotiating key aspects with others and taking into account capabilities, efficiencies and effectiveness
• Makes critical decisions quickly and intuitively in complex situations, taking into consideration a range of variables including the outcomes of previous decisions
• Accepts responsibility for addressing less predictable problems and applying problem-solving processes to determine a solution
• Uses a range of digitally based technologies to enter, access or update information to achieve required outcomes

Code and title 

current version 

Code and title 

previous version 

Comments 

Equivalence status 

FNSSUP502 Supervise insurer liaison

FNSSUP502A Supervise insurer liaison

Updated to meet Standards for Training Packages.

Edits, deletions and reordering of performance criteria to reflect industry practice.

No equivalent unit

Release 

Comments 

Release 1

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