DGI02 Insurance Company Operations - Singapore College of ...

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5.6 Statutory meetings and their importance the various statutory meetings and their importance 5.7 Agenda and notice of meetings the purpose of notice of general meetings and the administrative requirements imposed on the notice the types of resolutions passed at general meetings 5.8 Company directors, secretary and auditors the statutory requirements for directors of a company in terms of qualifications and disqualification, vacation of office and removal, and remuneration the roles and duties of company directors and the company secretary 5.9 Audit the definition and purpose of an audit the key stages of an audit the features of a financial audit the uses of internal and external auditors the common types of auditor’s reports Understand contact centre operations in relation to insurance organizations. Chapter 6 Contact centre operations 6.1 Customer relationship management 6.2 Roles of contact centres 6.3 Structure and driving forces of contact centres 6.4 Contact centre infrastructure and technology the infrastructure and technology of contact centres 6.5 Quality the different ways of monitoring the performance of contact centres 6.6 Performance management the basic functional components of performance management the benefits of performance management the key factors in building a successful performance management programme 6.7 Workload management, forecasting and staff schedule modelling the various reports, formulas and staff scheduling models used in the management of staff workload and capacity 6.8 People management the importance of people management for contact centres the evolving roles of the contact centre manager 6.9 Procedures and working guidelines the good working practices and procedures at contact centres Understand the role of underwriting in insurance company operations. Chapter 7 Underwriting 7.1 Basic principles of underwriting the purpose of insurance and how underwriting relates to the insurance business the definition of underwriting the importance of the underwriting function in an insurance company 7.2 The underwriting process 7.3 Underwriting policy consideration the purpose of insurance applications and proposal forms, and the elements contained in proposal forms DGI02‐Updated as at 11 May 2011 4
the main considerations in underwriting policy the rules for constructing an insurance policy the key elements of an insurance policy the concept of underwriting authority and making referrals 7.4 Pricing the key considerations in determining the pricing of insurance products 7.5 Management of exposures the implications of risk accumulation how reinsurance can help an insurance company manage its risk exposure the basic forms of reinsurance the authority to place reinsurance 7.6 Budgeting and monitoring results budget and cash flow forecast the key measures of an insurance company’s performance Understand the role of claims in insurance company operations. Chapter 8 Claims 8.1 Goals of the claims function 8.2 Organisation of the claims department 8.3 Claims handling process the claims handling process and the key requirements the specific claims information required for the different classes of insurance the claims evaluation and investigation approaches and processes the difference between claims adjudicators and claims adjusters the purpose of engaging external adjustors 8.4 Key claims management considerations the key claims management considerations in terms of: - managing the claims experience - managing the claims cost - leveraging the learning experience across the entire organisation 8.5 Claims cost management the concept of ‘claims reserve’ the principles of setting case reserve the purpose of Reserve Adequacy and Reserve Reconciliation Reviews ex‐gratia payments and the method used in lieu of ex‐gratia payments punitive or exemplary damages claims fraud and the reasons for fighting fraud how might claims fraud be identified the functions of a Third‐Party Administrator 8.6 Quality assurance and review the importance of having a strong claims review programme Understand the marketing function within insurance organizations. Chapter 9 Insurance marketing 9.1 Definition of marketing what marketing is the marketing concept the needs and wants of customers the role and benefits of marketing DGI02‐Updated as at 11 May 2011 5
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DGI02 Insurance Company Operations - Singapore College of ...

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