The challenge we are overcoming
Local government property and liability claims are increasing in quantity, variety and complexity. Property claims today need empathetic and technical proficiency to assess low-level risks and damage, guide the claim through the restoration process, and when using expert reports. Whereas liability claims require additional and more specialised consideration, for experienced officers to work with issues of negligence, duty of care, evidence and legal exposure.
As a result, the knowledge and capability required to support constituents and the council to successful outcomes can vary significantly. Managing claims consistently is also more difficult for councils with limited means and seasonal claims spikes. To increase capability and support better claim outcomes, CivicRisk Mutual has partnered with another expert membership body, the Australian and New Zealand Institute of Insurance (ANZIIF) RTO 3596, to provide a customised training solution.
CivicRisk members first undertake a range of selected short courses that are fundamental to building capability. Each course is bite-sized, interactive and self-paced to suit personal schedules. Then they can advance to also learn about liability claims, and network with other experienced professionals at industry events.
The Claims Capability Framework is now available to CivicRisk Members
There are three levels of learning in the CivicRisk Claims Capability Framework
- Level 1: Claims Fundamentals Certificate: 5 self-paced short courses
- Level 2: Liability Claims Certificate: one additional higher-level short course
- Level 3: Leadership Capability: through attending industry events
Read below for more details and how to access each course.
Level 1: The Claims Fundamentals Certificate
The objective of the Certificate is to establish a common understanding and uplift insurance and claims practices across CivicRisk and member councils.
The Certificate is recommended for any council officer or CivicRisk Mutual team member who requires broader claims capability.
The Certificate comprises several short courses. Each short course is available to begin every week of the year. Some of the features of these interactive learning solutions are:
- Bite-sized content that's easy to digest
- Interactive scenarios from a customer, insurer and claims managers perspective
- Thought-provoking questions
- Various customer personas
- Downloadable key takeaway documents
How to enroll
Read about each course below. After choosing your course, your step-by-step enrolment guide into any course can be viewed here
What you will learn
1. General Insurance Essentials
Many council employees engage with insurance claims without a formal understanding of insurance terminology, policy structures or the claims lifecycle. This course establishes a common foundation across participants and ensures subsequent learning activities are built on consistent knowledge. For CivicRisk Mutual members, this creates a shared insurance language and improves confidence when interacting with claimants, CivicRisk brokers and other council officers.
Self-paced study of approximately 3 hours over 30 days.
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2. Empathetic Claims Management
Claims often occur during stressful periods in a claimant’s life. Modern claims management therefore requires both technical capability and empathy. This course develops trauma-informed communication skills and practical approaches to supporting vulnerable customers. It helps councils improve claimant experiences while meeting contemporary community expectations.
Self-paced study of approximately 1 hour over 30 days.
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3. Getting It Right: Right Expert Right Job Right Time
Property and infrastructure claims frequently require specialist expertise. Selecting the wrong expert or misinterpreting technical findings can delay outcomes and increase costs. This course helps learners understand when expertise is required, how to engage appropriate specialists and how to use expert findings effectively during the claims process.
Self-paced study of approximately 1 hour over 30 days.
4. Analyse Insurance Claims
A common capability gap in local government is understanding how claims are assessed, what evidence is required and how decisions are reached. This skills unit develops practical claims assessment capability and helps participants analyse information, evaluate evidence and better understand policy considerations. The outcome is greater consistency and improved decision-making across councils.
Self-paced study of approximately 22 hours over 5 weeks.
5. Resolve Disputes
Claims become complex not only because of technical issues but because expectations can differ between stakeholders. This unit develops communication and dispute-resolution capability, helping participants manage complaints, difficult conversations and disagreements. For councils, this can reduce escalation and support better community outcomes.
Self-paced study of approximately 22 hours over 5 weeks.
6. PLUS Access to the ANZIIF Professional Development Library
Complementing the short courses, access to the Professional Development Library provides ongoing access to articles, webinars, white papers and case studies. This allows learners to reinforce learning, respond to emerging risks and continue developing capability long after short course training is completed.
Exploratory self-paced learning with no time limits.
Level 2. The Liability Claims Certificate
This program recognises that liability claims require a different capability set to property claims. This program is rrecommended for all those who have completed the Claims Fundamentals Certificate.
What you will learn and how to enroll
Manage Non-Routine and Complex Liability Claims
Liability claims are fundamentally different from property claims and often involve duty of care considerations, complex investigations, legal exposure and significant financial consequences. This advanced skills unit equips participants with the capability to manage and influence complex liability matters with greater confidence and consistency.
Self-paced study of approximately 30 hours over 5 weeks.
Level 3: Leadership Capability – ANZIIF Claims Convention
The Claims Convention as the leadership layer of the framework. After learning to develop knowledge and capability, now exposure to broader industry practice develops judgement.
The Claims Convention brings together claims by professionals, lawyers, loss adjusters, risk practitioners and insurers to discuss emerging trends, major loss events, customer vulnerability, legal developments and industry best practice.
Time commitment: 1–2 days annually in September, plus networking opportunities before and after the event.
1. Apply for CivicRisk Mutual Study Assistance Funding
Before enrolling in an ANZIIF course, complete the CivicRisk Mutual Study Assistance Application Form.
Your application must be endorsed by an authorised Council officer before it is submitted to CivicRisk Mutual.
Submit the completed application to CivicRisk Mutual for assessment.
Do not enrol in your ANZIIF course until you have received written approval from CivicRisk Mutual.
2. Receive CivicRisk Mutual approval
CivicRisk Mutual will assess your application and confirm the outcome in writing.
Once your Study Assistance Funding has been approved, you can proceed with your ANZIIF enrolment.
Your approval applies to the course identified in your approved application. If you want to change the course, contact CivicRisk Mutual before proceeding.
3. Create your unique ANZIIF Master ID and password
Go to ANZIIF Sign Up
Follow the prompts, ensuring you use your Council/LGA email address.
You may need an Australian Government Unique Student Identifier (USI) for some courses.
If required, use the USI – create your USI guide.
Once your registration is complete, you will receive an email from ANZIIF. This will include your personal ANZIIF Master ID.
Keep your Master ID and password safe, as you will use these for future ANZIIF logins.
4. Enrol in your approved ANZIIF course
Log in using your ANZIIF Master ID and password:
Only enrol in the course approved by CivicRisk Mutual under your Study Assistance application.
Level 1 courses
You can complete the Level 1 courses in any order of preference:
- General Insurance Essentials
- Empathetic Claims Management
- Getting It Right: Right Expert, Right Job, Right Time
- Analyse Insurance Claims
- Resolve Disputes
Level 2
Manage Non-Routine and Complex Liability Claims
Level 3
CivicRisk Mutual will let you know when the Claims Convention is open for registrations.
5. Complete your enrolment
Read the information about your approved module and select Enrol Now.
You will then be taken to Complete your Enrolment.
Follow the prompts to:
1. Select your preferred Start Date
2. Select Add to Cart
6. Share your cart with CivicRisk Mutual
Once you have added your course to your cart, you will be taken to My Cart.
1. Enter the CivicRisk Mutual email address
In Recipient email address, enter:
2. Select Share the Cart
An onscreen message will confirm that the process has been completed.
Do not make payment yourself unless CivicRisk Mutual has specifically instructed you to do so.
CivicRisk Mutual will arrange payment in accordance with your approved Study Assistance Funding.
7. What happens next?
After you have completed your enrolment, you will receive an ANZIIF Enrolment Confirmation email, generally within 30 minutes.
Keep this email for your records.
It contains important information about your course, including your access period and other requirements.
Please check the access period carefully and make sure you complete your course within the required timeframe.
8. Complete your course and provide evidence
Once you have completed your approved course, CivicRisk Mutual may require evidence of completion.
This may include:
- Certificate of completion
- Academic transcript or course result, where relevant
- Evidence of attendance
- Other evidence requested by CivicRisk Mutual
Please retain your completion documentation and provide it to CivicRisk Mutual when requested.
Questions?
For questions about your ANZIIF enrolment, course requirements or access, contact:
You can also visit the ANZIIF Student Hub.
For questions about your CivicRisk Mutual Study Assistance Funding or approval, contact CivicRisk Mutual Risk Team: [email protected]