FLORIDA STATE COLLEGE AT JACKSONVILLE NON-COLLEGE CREDIT COURSE OUTLINE. Insurance Customer Service Representative

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1 Form 2B, Page 1 FLORIDA STATE COLLEGE AT JACKSONVILLE NON-COLLEGE CREDIT COURSE OUTLINE COURSE NUMBER: RMI 0093 COURSE TITLE: PREREQUISITE(S): COREQUISITE(S): Insurance Customer Service Representative None None TOTAL CONTACT HOURS: 40 (For Office Use Only: Vocational Credits 1.5 ) FACULTY WORKLOAD POINTS: 1.33 STANDARDIZED CLASS SIZE ALLOCATION: 30 COURSE DESCRIPTION: This course prepares students for the 4-40 Customer Service Representative licensure. The program consists of 40 hours of classroom instruction in property, automobile, worker s compensation, health and all forms of property and liability insurance concepts. SUGGESTED TEXT(S): Registered Customer Service Representative; William Traylor, CLU, PhD. OR Florida General Lines Agent and Customer Service Representative Study Manual, Current Edition, The Florida Department of Insurance IMPLEMENTATION DATE: Summer Term, (20023) REVIEW OR MODIFICATION DATE: Fall Term, 2002 (20031) Fall Term, 2008 (20091) Outline Review 2007

2 Form 2B, Page 2 COURSE TOPICS CONTACT HOURS PER TOPIC I. Introduction 2 II. Personal Auto 7 III. Inland Marine 1 IV. Residential Property 5.5 V. Commercial Property 4 VI. Boiler and Machinery 5 VII. Umbrellas 5 VIII. General Liability 5 IX. Worker Compensation 1 X. Crime Insurance 5 XI. Surety 5 XII. Health Insurance 5 XIII. Joint Underwriting Association 1 XIV. Rules, Regulations & Procedures 1 XV. Ethics & Agency Operations 4 XVI. Brief Analysis of 4 Types of Customers 1 XVII. Ten Things a Good Customer Representative Never Says 1 XVIII. The Role of a Good Customer Representative 2 XIX. Examination 50 Questions 2 s 2

3 Form 2B, Page 3 PROGRAM TITLE: COURSE TITLE: Insurance Customer Service Representative Insurance Customer Service Representative CIP NUMBER: LIST PERFORMANCE STANDARDS ADDRESSED: 01.0 DEMONSTRATE AN UNDERSTANDING OF PROPERTY AND LIABILITY PRINCIPLES--The student will be able to: Explain what constitutes an insurance policy Compare the difference between property and liability insurance Describe the characteristics of an insurance contract Explain property insurance concepts Describe liability insurance fundamentals Compare and contrast common insurance policy conditions Explain conditions in which the insurer will not perform DEMONSTRATE AN UNDERSTANDING OF AUTOMOBILE INSURANCE--The student will be able to: Describe the components of financial responsibility law Describe the components of Florida s No-Fault Law Explain the dynamics of a personal auto policy Explain the dynamics of a business auto policy Compare and contrast miscellaneous Florida automobile laws Explain the role and purpose of the Florida Joint Underwriting Association (FJUA) Detail mechanical breakdown insurance DEMONSTRATE AN UNDERSTANDING OF FIRE AND ALLIED LINES INSURANCE--The student will be able to: Detail the components of a commercial property policy Explain dwelling risks Describe the components of farm coverage Detail flood insurance DEMONSTRATE AN UNDERSTANDING OF GENERAL LIABILITY INSURANCE--The student will be able to: Explain the structure of the Commercial General Liability Policy (CGL) Compare and contrast the two versions of CGL policies Detail the parts of commercial general liability coverage Describe the miscellaneous forms of general liability insurance Explain the rating process Detail the standard forms of professional liability Explain personal liability Explain farm liability.

4 Form 2B, Page 4 LIST PERFORMANCE STANDARDS ADDRESSED: (continue) 05.0 DEMONSTRATE AN UNDERSTANDING OF PACKAGE POLICIES--The student will be able to: Detail homeowners policies Compare and contrast commercial package policies DEMONSTRATE AN UNDERSTANDING OF WORKERS COMPENSATION--The student will be able to: Detail the components of Florida s Workers Compensation Law Detail the parts of Workers Compensation and Employers Liability insurance Describe the Workers Compensation Insurance Plan Explain the rating process and plans DEMONSTRATE AN UNDERSTANDING OF CRIME INCLUDING EMPLOYEE DISHONESTY--The student will be able to: Detail the components of crime and employee dishonesty insurance Compare and contrast the coverages available DEMONSTRATE AN UNDERSTANDING OF SURETY--The student will be able to: Compare and contrast suretyship vs. insurance Explain the parties to a bond Detail the bonding process Describe contract bonds Compare and contrast fiduciary and court bonds Explain license and permit bonds Explain miscellaneous bonds (e.g., lost instrument) DEMONSTRATE AN UNDERSTANDING OF MARINE INSURANCE--The student will be able to: Detail the components of inland marine insurance (personal and commercial) Detail the components of ocean marine insurance DEMONSTRATE AN UNDERSTANDING OF HEALTH INSURANCE--The student will be able to: Detail the components of health insurance DEMONSTRATE AN UNDERSTANDING OF SELECTED FLORIDA RULES AND REGULATIONS GOVERNING INSURANCE--The student will be able to: Explain Chapter 626, Parts I, II, VII, VIII, and X Detail selected rules of the Department of Insurance (e.g., appointment procedures)

5 Florida State College At Jacksonville Course Learning Outcomes & Assessment NOTE: Use either the Tab key or mouse click to move from field to field. The box will expand to accommodate your entry. Section 1 COURSE PREFIX AND NUMBER: RMI 0093 COURSE TITLE: Registered Customer Service Representative SEMESTER CREDIT HOURS (CC): CONTACT HOURS (NCC): 40 Section 2 TYPE OF COURSE: (Click on the box to check all that apply) AA Elective AS Required Professional Course College Prep AS Professional Elective AAS Required Professional Course Technical Certificate Other PSAV Apprenticeship General Education: (For General Education courses, you must also complete Section 3 and Section 7) Section 3 (If applicable) INDICATE BELOW THE DISCIPLINE AREA FOR GENERAL EDUCATION COURSES: Communications Social & Behavioral Sciences Mathematics Natural Sciences Humanities Section 4 INTELLECTUAL COMPETENCIES: Quantitative X Reading Speaking X Critical Analysis X Scientific Method of Inquiry Skills Writing X Listening Information Literacy X Ethical Judgment Working Collaboratively Section 5 STATE GENERAL EDUCATION LEARNING OUTCOME AREA Communication Critical Thinking Scientific and Quantitative Reasoning Information x Global Sociocultural Responsibility Literacy Section 6 LEARNING OUTCOMES personal automobile insurance property insurance workers compensation general liability insurance crime insurance package policies Type of Outcome: Gen. Ed,, Course METHOD OF ASSESSMENT

6 Section 6 (Continued) LEARNING OUTCOMES Agent licensing Type of Outcome: Gen. Ed,, Course METHOD OF ASSESSMENT Section 7 Name of Person Completing This Form: Bill Barfield Date: 10/3/11

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