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Skills Unit
LI20001-20
Resolve disputes - Life Insurance
This unit describes the skills and knowledge required to investigate, negotiate and resolve disputes between financial services customers and organisations.
10 CIP Points
Resolve disputes - Life Insurance
AUD $425
Claims
Life and Retirement Income
Insurance Broking
5-week Study Period
10 Credit Points
Intermediate
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Who should take the course
It applies to individuals in the life insurance sector of the financial services industry who work with others as part of a formal internal dispute resolution process.
What you'll learn
By the end of this learning pathway, students should be able to:
- establish that a dispute exists
- investigate a dispute and determine action to be taken
- negotiate and resolve a dispute
- finalise a dispute.
Competencies
FNSCUS412 Resolve disputes
Topics Covered
- Week 1: Complaints overview
- Week 2: Investigating the complaint
- Week 3: Negotiating a resolution
- Week 4: The EDR process
Assessment
1 Exam and 2 Simulations
See the Assessment and Academic Calendar pages for more information.