Business Fundamentals for General Insurance

Customer service and communications is key to any brokerage.

This unit focuses on the role of customer service and communications in building and maintaining organisational profitability. It describes how to identify, model and meet expected industry professional approaches to procedures, guidelines, policies, standards and ethical requirements. The unit also includes participation in workplace health and safety processes to protect self and colleagues.

The unit has a workplace assessment in the form of a Workplace Skills Observation (WPO). The WPO is due within six weeks of completing the online assessment.

On completion, students will be able to effectively:

  • identify the scope, sectors and responsibilities of the industry
  • identify and apply financial services industry guidelines, procedures and legislation
  • identify sustainability issues for the financial services industry
  • develop and maintain personal competency
  • collect, analyse and communicate information and ideas
  • develop and maintain networks and relationships
  • implement workplace safety requirements, follow safety procedures and participate in the workplace health and safety consultative processes.

This unit meets the requirements of AQF competencies ‘BSBLDR402 Lead effective workplace relationships’, ‘BSBWHS201 Contribute to health and safety of self and others’ and ‘FNSINC401 Apply principles of professional practice to work in the financial service industry’, and is delivered by ANZIIF as a Registered Training Organisation (RTO 3596).

To enrol or view other Skills Units, visit or call Mark Ryan, ANZIIF Sales Manager on 03 9613 7284.

About ANZIIF Skills Units

In today’s ever-changing and competitive insurance landscape, brokers need to participate in ongoing education, training and professional development to keep their skills and knowledge up to date so they can keep their clients happy and the bottom line healthy.

ANZIIF’s new education model recognises that brokers are busy and don’t have the time to spend on traditional long-form education when clients need advice and sales have to be made. Our new ANZIIF Skills Units are short and sharp and focus on specific skills that brokers need to grow their business.

To help brokers choose the education that best suits them, we’ll be highlighting units over the coming months in Broker Buzz.