Simulated workplaceCAQA Ledger and Lane Financial is a fictional business created by CAQA for training and assessment. It is not a real company and no person, client or record here is real.About this simulation
FNSCAQA Ledger and LaneSimulated workplace
Simulated workplace
Scenario · Insurance Broking and Claims

Manage a storm damage claim

You are an Insurance Broker Assistant in Insurance Broking and Claims.

Intermediate3 to 4 hours7 tasks
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The situation

What has happened

Redgum Landscaping's depot roof and two trailers were damaged in a storm on 2 September. The claim, register entry IN-26-0142, is under assessment with an insurer inspection booked for 15 September. The client has sent photographs and two repair quotes totalling 47,500 dollars but no proof of ownership for the trailers, and the owner wants to start roof repairs now because rain is forecast. The policy has a 2,500 dollar excess, a condition requiring the insured to take reasonable steps to prevent further loss, and an exclusion for damage caused by lack of maintenance. The insurer has asked whether the roof had been inspected in the last two years.

Your brief. Manage the Redgum Landscaping storm claim under the Insurance Claims Handling Procedure: check the policy wording, obtain the missing documents, advise the client correctly about temporary and permanent repairs before inspection, prepare for the assessor's visit, respond to the insurer's maintenance question with evidence and keep the Insurance Policy and Claims Register current at every step.
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Tasks

Deliverables

  • Client advice letter on repairs and evidence
  • Assessor inspection file
  • Draft response to the insurer's maintenance question
  • Updated register entries and manager briefing

Documents to use

Systems to use

Insurance Policy and Claims Register

Records every policy placed for a client with its insurer, cover, renewal date and any claim from lodgement to settlement.

Client Register

Holds every client's entity details, relationship owner, services engaged, anti-money laundering risk rating and identity verification status.

For trainers and assessors

Units of competency

Current on training.gov.au for the Financial Services Training Package as at 10 September 2026.

FNSISV408Manage handling and settlement of routine insurance claims for retail clients
FNSISV405Analyse insurance claims
FNSISV416Use specialist terminology in insurance claims
FNSCUS311Respond to customer enquiries

Qualifications

FNS41422Certificate IV in General Insurance
FNS41720Certificate IV in Insurance Broking
Assessor notes

What to look for

Evidence guide

The advice to the client must distinguish temporary mitigation from permanent repairs and explain the policy condition plainly. Look for the maintenance exclusion identified as the real risk to the claim, the missing ownership evidence pursued, accurate use of terms such as excess, indemnity and mitigation, and a register that records every contact rather than a summary at the end.

The student's evidence summary lists every record they created or changed in the systems named above, their notes and the tasks they ticked. Verify it against the deliverables and your own assessment tool.