ASSIGNMENT — Part A
Underwriting — Organisational Impact

Certificate IV in General Insurance (FNS41411)

Covered by training and work evidence / C / NYC
FNSINC401A / Apply principles of professional practice to work in the financial services industry
FNSINC402A / Develop and maintain in-depth knowledge of products and services used by an organisation or sector
BSBWOR401A / Establish effective workplace relationships
BSBWHS201A / Contribute to health and safety of self and others
FNSISV401A / Evaluate risk for new business / X
FNSISV402A / Underwrite new business / X
FNSISV403A / Survey potential risk exposure / X
FNSISV404A / Underwrite renewal business / X

Due date: Friday 23 January 2015

Name:
Role:
Location:
Email:

Participant declaration

To be completed by participant after completing all assessment tasks.

Evidence of assessment contains no material which has been produced by any other person except where due reference is made. The assessment allowed me to genuinely demonstrate my competence of skills and knowledge relevant for units of competency covered by this statement.

Participant: Signature: Date:

Assessment activities

Assignments

The assignments are designed to provide evidence to enable assessment against the 12 units of competency of the Certificate IV in General Insurance (FNS41411). The assignments include workplace tasks such as knowledge questions, projects and workplace performance which are validated by your manager.

When you hand in your assignment, it is important that the assignment is all your own work and in your own words. Include the name and web link of any websites you have used to research your answers. It is also a good idea to avoid sharing your written answers with other students, so that your assessor can be sure that the assignment is all your own work.

For more information, go to: http://www.kaplanprofessional.edu.au – What you need to know – Policies.

Evidence guide

The evidence guide shows modules/learning which relate to your role and validated by your manager. Themodules required for the units of competency are listed below:

(Some modules/learning are required for more than one unit of competency).

Please note: It is expected that you will have only completed the product/underwriting modules for your learning pathway.

Modules to complete / Mode / Completion date /
QBE’s Code of Conduct Policy / Online compliance
QBE’s Use of Facilities Policy / Online compliance
QBE’s Appropriate Workplace Behaviour Policy / Online compliance
QBE’s Whistle Blowing Policy / Online compliance
EEO / Online compliance
WHS / Online compliance
FSR / Online compliance
GI Code of Practice / Online compliance
Fair Trading / Online compliance
Complaints and Incidents / Online compliance
Privacy / Online compliance
ICA (Insurance Contracts Act) / Online compliance
Skill Start / Instructor led
Business Acumen Online / Online Learning
One QBE / Instructor led
eQuip Module 3 – Sales & Relationship Management (alternate equivalent to Sales @ QBE) / Instructor led
Sales@QBE / Instructor led
Service@QBE / Instructor led
QBE QHS Workbook / Instructor led
WHS Checklist / On the job
Components of the Assistant BRM Pathway / On the job
ANZSIC Code Allocations / Instructor led
GI Policy Structure / Instructor led
Introduction to OFPISA Creative Problem Solving Method / Instructor led
Relationships between Underwriter and Broker / Instructor led
Vision and Values / Instructor led
Establish Relationships / Instructor led
Introduction to Reinsurance / Instructor led
Introduction to Contract Works Policy Wording / Instructor led
Introduction to Package Policy Wording / Instructor led
Introduction to Liability Policy Wording / Instructor led
Introduction to Property Policy Wording / Instructor led
Fleet and Heavy Haulage Policy Wording (also known as Commercial Motor Policy Wording) / Instructor led
OFPISA Contract works / Instructor led
OFPISA Fleet / Instructor led
OFPISA Property / Instructor led
OFPISA Package / Instructor led
OFPISA Liability / Instructor led
Classification of Building Construction / Instructor led
Introduction to Manual Firefighting / Instructor led
Introduction to Property Loss Control — Human Element / Instructor led
Introduction to Security / Instructor led
Introduction to Automatic Sprinklers & Automatic
Fire Alarms / Instructor led
Introduction to Flammable Liquids / Instructor led
Introduction to Warehousing / Instructor led
Motor Fleet Rater / Instructor led
Facilitation Skills (optional) / Instructor led
Coaching (optional) / Instructor led
Career Planning (optional) / Instructor led
Components of the Graduate Program (Induction) / Instructor led

You and your manager will need to sign off the evidence guide and submit with each assignment as confirmation of learning undertaken.

Validation of completion of evidence guide modules

Manager name:
Manager signature:
Participant signature:
Date:
Transcript attached: Yes/No

Knowledge review

Please provide answers to the questions listed below:

Traditionally the term ‘bottom line’ has focused on the profit a company can make. The concept of triple bottom line principles adds two more ‘bottom lines’; social and environmental concerns. The three together are often paraphrased as ‘Profit, People, Planet’.

A triple bottom line measures the company's economic value, ‘people account’ — which measures the company's degree of social responsibility and the company's ‘planet account’ — which measures the company's environmental responsibility. Elkington argued that companies should prepare three bottom lines — the triple bottom line — instead of focusing solely on its finances, thereby giving consideration to the company's social, economic and environmental impact.
(Source: Investopedia http://www.investopedia.com/terms/t/triple-bottom-line.asp).

1. What evidence do you see of the People and Planet aspects of triple bottom line principles at QBE?

(a) People

(b) Planet

2. Familiarise yourself with QBE’s approach to community involvement. This can be accessed via the below link: http://www.qbe.com.au/Australia/About-QBE/Our-Community-Involvement/Insurance.html>.

Also familiarise yourself with QBE’s approach to the environment. This can be accessed via the
below link: http://www.group.qbe.com/corporate-governance/environmental-risk-management>.

(a) Explain the alignment (or non alignment) of these statement to the triple bottom
line principles?

3. Review QBE’s approach to the environment. Explain what key activities the policy covers and what is being done to reduce its environmental impact.

4. What can you do in your office to support the environmental aspect of triple bottom line principles?

5. Describe a time when you encouraged a colleague to improve their performance, meet their KPIs or comply with legislation. How did you coach your colleague?

6. Choose a general insurance product offered by QBE. Download the Product Disclosure Statements of QBE and two other competitors from their websites. When you compare these products, what does it demonstrate about the needs of your clients? (Note: Please do not attach copies of the Product Disclosure Statements).

Assessor comments if not yet competent:

Project/s

1. What professional development opportunities are available to you at QBE?

Attach a copy of your most recent development plan.

2. Choose a product that you are familiar, discuss:

· what the product covers

· the type of customer and customer needs it is best suited for

· how the product is marketed

· the importance of pricing and its impact on claims liability

· where you can source information on the product

· how do you keep up-to-date with changes to product coverage

· who are your competitors and how does your product compare to your competitors.

Assessor comments if not yet competent:

Manager assessment checklist — Workplace Performance

Book time with your manager, to walk through the below checklist and confirm your current performance.

Managers to complete, discuss with participant and sign off.

Satisfactory performance
Yes/No / Workplace performance meets requirements of job role in the following areas
Analytical skills to:
· analyse information and data
· interpret information from a variety of sources
· judgment skills for forming recommendations in operational situations
· ability to match products to customer needs.
Communication skills to:
· determine work requirements, using questioning and active listening
· relate to client/customers and determine their needs
· liaise with others, share information, listen and understand
· use language and concepts appropriate to cultural differences.
Numeracy and IT skills to:
· analyse record and store data according to QBE requirements
· undertake a wide range of financial information
· use appropriate software for complex tasks such as specialist industry information systems, word processors, spread sheets and databases
· access, evaluate and use internet information.
Problem solving skills to:
· to identify any issues that have the potential to impact on the work role or outcome and to develop options to resolve these issues when they arise
· follow procedures in an emergency.
Literacy skills to:
· read and interpret documentation from a variety of sources
· recording, gathering and consolidating financial information
· contribute to workplace meetings, inspections and WHS consultative activities
· interpret safety signs, symbols, notices and other WHS documents
· record and report hazards, risks, emergency incidents and injuries.
Teamwork skills to:
· work effectively, support colleagues, work cooperatively with others and provide team leadership as required.
Satisfactory performance Yes/No / Workplace performance meets requirements of job role in the following areas
Learning skills to:
· maintain knowledge of changes to organisation and industry requirements and expectations
· comply with the most current legislative, regulatory and ethical requirements
· maintain knowledge of approaches to selling products and services
· maintain knowledge of Industry and QBE policies and procedures and ethical behaviours in regard to customer service and administration.
Self-management skills to:
· manage own tasks within required timeframes and implement sustainability policies and procedures relevant to QBE
· comply with policies and procedures, seek learning and development opportunities, and maintain currency with legislation
Relationship management skills to:
· be open, fair, gain trust, respond, support and consult others.
Organisational skills, including the ability to plan and sequence work
Manager comments:

Validation of workplace performance

Participant name: / Position:
At work for a period of:
(years/months)
Manager name:
Manager signature:
Participant signature:
Date:

QBE Cert IV GI — Part A B Final – 7th Oct 2014 1

ASSIGNMENT — Part B
Underwriting — Process and Procedures

Certificate IV in General Insurance (FNS41411)

Covered by training and workplace evidence / C / NYC
BSBCUS401B / Coordinate implementation of customer service strategies
BSBMGT403A / Implement continuous improvement
FNSCUS401A / Participate in negotiations / X
FNSSAM401A / Sell financial products and services / X

Due date: Friday 23 January 2015

Name:
Role:
Location:
Email:

Participant declaration

To be completed by participant after completing all assessment tasks.

Evidence of assessment contains no material which has been produced by any other person except where due reference is made. The assessment allowed me to genuinely demonstrate my competence of skills and knowledge relevant for units of competency covered by this statement.

Participant: Signature: Date:

Assessment activities

Assignments

The assignments are designed to provide evidence to enable assessment against the 12 units of competency of the Certificate IV in General Insurance (FNS41411). The assignments include workplace tasks such as knowledge questions, projects and workplace performance which are validated by your manager.

When you hand in your assignment, it is important that the assignment is all your own work and in your own words. Include the name and web link of any websites you have used to research your answers. It is also a good idea to avoid sharing your written answers with other students, so that your assessor can be sure that the assignment is all your own work.

For more information, go to: http://www.kaplanprofessional.edu.au – What you need to know – Policies.

Evidence guide

The evidence guide shows modules/learning which relate to your role and validated by your Manager. Themodules required for the units of competency are listed below:
(Some modules/learning are required for more than one unit of competency).

Please note: It is expected that you will have only completed the product/underwriting modules for your learning pathway.

Modules to complete / Mode / Completion date /
QBE’s Code of Conduct Policy / Online compliance
EEO / Online compliance
FSR / Online compliance
GI Code of Practice / Online compliance
Fair Trading / Online compliance
Complaints and Incidents / Online compliance
Privacy / Online compliance
ICA (Insurance Contracts Act) / Online compliance
Skill Start / Instructor led
eQuip Module 3 – Sales & Relationship Management (alternate equivalent to Sales @ QBE) / Instructor led
Sales@QBE / Instructor led
Service@QBE / Instructor led
ANZSIC Code Allocations / Instructor led
GI Policy Structure / Instructor led
Introduction to OFPISA Creative Problem Solving Method / Instructor led
Introduction to Contract Works Policy Wording / Instructor led
Introduction to Package Policy Wording / Instructor led
Introduction to Liability Policy Wording / Instructor led
Introduction to Property Policy Wording / Instructor led
Fleet and Heavy Haulage Policy Wording (also known as Commercial Motor Policy Wording) / Instructor led
OFPISA Contract works / Instructor led
OFPISA Fleet / Instructor led
OFPISA Property / Instructor led
OFPISA Package / Instructor led
OFPISA Liability / Instructor led

You and your manager will need to sign off the evidence guide and submit with each assignment as confirmation of learning undertaken.

Validation of completion of evidence guide modules

Manager name:
Manager signature:
Participant signature:
Date:
Transcript attached: Yes/No

Knowledge review

Continuous improvement is the implementation of changes to products, services or processes. These improvements are often a series of little changes over time which can reduce cost, increase the speed of delivery and/or increase quality. These improvements are called ‘continuous’ because the process of implementing these improvements never ends.

Continuous improvement began in manufacturing with Toyota, and is now widely used in many industries including financial services. A general insurer must implement such changes over time to remain competitive in the industry.

This objective of this assignment is for you to demonstrate how you can be involved in the process of continuous improvement at QBE.

Please provide answers to the questions listed below:

1. SLAs (Service Level Agreements)

(a) What are the SLAs in your job role?

(b) What strategies does your team use to meet SLAs?

(c) What are the implications of not meeting your SLAs?

2. Continuous improvements