2020 – 2021
Florida Department of Education
Curriculum Framework 

Program Title:	Insurance Customer Service Representative
Program Type:	Career Preparatory
Career Cluster:	Finance

Career Certificate	
Program Number	M810016	
CIP Number	0252190807	
Grade Level	30, 31	
Standard Length	40 hours	
Teacher Certification	Refer to the Program Structure section.	
CTSO	Collegiate DECA
Phi Beta Lambda	
SOC Codes 	43-4051 – Customer Service Representatives	
CTE Program Resources 	http://www.fldoe.org/academics/career-adult-edu/career-tech-edu/program-resources.stml	
Basic Skills Level	N/A	

Purpose

This program offers a sequence of courses that provides coherent and rigorous content aligned with challenging academic standards and relevant technical knowledge and skills needed to prepare for further education and careers in the Finance career cluster; provides technical skill proficiency, and includes competency-based applied learning that contributes to the academic knowledge, higher-order reasoning and problem-solving skills, work attitudes, general employability skills, technical skills, and occupation-specific skills, and knowledge of all aspects of the Finance career cluster. 

The program prepares students for the position of Insurance Customer Service Representative.  This program is for all participants who deal with the ultimate consumer and must obtain a Florida insurance license as Customer Representative (4-40).  

Additional Information relevant to this Career and Technical Education (CTE) program is provided at the end of this document.

Program Structure

This program is a planned sequence of instruction consisting of one occupational completion points.

This program is comprised of courses which have been assigned course numbers in the SCNS (Statewide Course Numbering System) in accordance with Section 1007.24 (1), F.S.  Career and Technical credit shall be awarded to the student on a transcript in accordance with Section 1001.44(3)(b), F.S.

To teach the course listed below, instructors must hold at least one of the teacher certifications indicated for that course.

The following table illustrates the postsecondary program structure:

OCP	Course Number	Course Title	Teacher Certification	Length	SOC Code	
A	RMI0093	(Insurance) Customer Service Representative	Approval by and Registration with the Florida Department of Financial Services	40 hours	43-4051	

Regulated Programs

Florida Statutes Chapter 626

626.2817  Regulation of course providers, instructors, school officials, and monitor groups involved in pre-licensure education for insurance agents and other licensees.--
(1)  Any course provider, instructor, school official, or monitor group must be approved by and registered with the department (Florida Department of Financial Services, Office of Insurance Regulation, Division of Insurance Agents and Agency Services) before offering pre-licensure education courses for insurance agents and other licensees.   

The specific curriculum used by the instructor must be pre-approved by the Florida Department of Financial Services, Division of Insurance Agent and Agency Services, Bureau of Licensing.  Instructor qualifications must meet Section 4-211.160.  The course must use the approved course outline specified in Section 4-211.170.  Other rules apply pertaining to entities, school officials, schedule and attendance records, certification of students, attendance, exempted courses, examinations, fees, facilities, forms, penalties, etc.  Obtain Packet 4-211 from the Department of Financial Services for complete details.

After successful completion, students’ names are reported to the Department of Financial Services, Bureau of Licensing, making them eligible for licensure.

More information on the requirements for students to become a licensed customer representative can be found at: http://www.myfloridacfo.com/Division/Agents/Licensure/General/default.htm.

Common Career Technical Core – Career Ready Practices

Career Ready Practices describe the career-ready skills that educators should seek to develop in their students.  These practices are not exclusive to a Career Pathway, program of study, discipline or level of education.  Career Ready Practices should be taught and reinforced in all career exploration and preparation programs with increasingly higher levels of complexity and expectation as a student advances through a program of study. 

1. Act as a responsible and contributing citizen and employee. 

2. Apply appropriate academic and technical skills. 

3. Attend to personal health and financial well-being. 

4. Communicate clearly, effectively and with reason. 

5. Consider the environmental, social and economic impacts of decisions. 

6. Demonstrate creativity and innovation. 

7. Employ valid and reliable research strategies. 

8. Utilize critical thinking to make sense of problems and persevere in solving them. 

9. Model integrity, ethical leadership and effective management. 

10. Plan education and career path aligned to personal goals. 

11. Use technology to enhance productivity. 

12. Work productively in teams while using cultural/global competence. 

Standards

After successfully completing this program, the student will be able to perform the following:

01.0	Demonstrate an understanding of Automobile Insurance.
02.0	Demonstrate an understanding of General Liability.
03.0	Demonstrate an understanding of Property Insurance.
04.0	Demonstrate an understanding of Package Policies.
05.0	Demonstrate an understanding of Workers Compensation.
06.0	Demonstrate an understanding of Crime.
07.0	Demonstrate an understanding of Surety Bonds. 
08.0	Demonstrate an understanding of Marine Insurance.
09.0	Demonstrate an understanding of Health Insurance.
10.0	Demonstrate an understanding of Residual Markets.
11.0	Demonstrate an understanding of Agent Licensing Requirements.
12.0	Demonstrate an understanding of Basic Florida Insurance Principles, Concepts, and Laws.
13.0	

2020 – 2021
Florida Department of Education
Student Performance Standards

Program Title:	Insurance Customer Service Representative
Career Certificate Program Number:	M810016

Course Number:  RMI0093 
Occupational Completion Point:  A 
(Insurance) Customer Service Representative – 40 Hours – SOC Code 43-4051	
01.0	Demonstrate an understanding of Automobile Insurance.  The student will be able to:	
01.01	Explain the concepts of a Personal Auto Policy.	
01.02	Explain the concepts of a Business Auto Policy.	
01.03	Explain Garage Insurance.	
01.04	Describe the Florida laws including Financial Responsibility.	
01.05	Describe the elements of Automobile No-Fault (PIP).	
02.0	Demonstrate an understanding of General Liability.  The student will be able to:	
02.01	Describe the Provisions provided by general liability insurance coverage.	
02.02	Describe the miscellaneous forms of general liability insurance.	
02.03	Explain the provisions of professional liability insurance coverage.	
02.04	Explain personal general liability insurance coverage.	
02.05	Explain farm liability.	
03.0	Demonstrate an understanding of Property Insurance.  The student will be able to:	
03.01	Explain Personal Insurance coverage.	
03.02	Detail the components of Commercial Property Insurance. 	
03.03	Explain the provisions Flood Coverage.	
04.0	Demonstrate an understanding of Package Policies.  The student will be able to:	
04.01	Explain the provisions of homeowners’ coverage insurance.	
04.02	Describe Commercial Package Policies.	
05.0	Demonstrate an understanding of Worker’s Compensation.  The student will be able to:	
05.01	Explain the Workers’ Insurance Compensation Plan Benefits.	
05.02	Explain the provisions of Florida’s Workers’ Compensation laws.	
05.03	Describe the provisions of Workers’ Compensation and Employers Liability Insurance.	
05.04	Describe the rating process. 	
06.0	Demonstrate an understanding of Crime.  The student will be able to:	
06.01	Explain the General Provisions of Crime insurance.	
06.02	Describe the Crime Plans Coverage Forms (A – G). 	
07.0	Demonstrate an understanding of Surety Bonds.  The student will be able to:	
07.01	Compare Suretyship versus Insurance.	
07.02	Explain the Parties to a Bond.	
07.03	Explain the Bonding Process.	
07.04	Discuss Contract Bonds.	
07.05	List the different types of Fiduciary and Court Bonds.	
07.06	Compare License versus Permit Bonds.	
07.07	Discuss Miscellaneous Bonds.	
08.0	Demonstrate an understanding of Marine Insurance.  The student will be able to:	
08.01	Detail the components of Inland Marine Personal Insurance.	
08.02	Describe the more common types of commercial inland marine coverage. 	
09.0	Demonstrate an understanding of Health Insurance.  The student will be able to:	
09.01	Describe the components and type of Health Insurance.	
09.02	Detail the Components of Disability Income.	
09.03	Explain Medicare Supplement Insurance.	
10.0	Demonstrate an understanding of Residual Markets.  The student will be able to:	
10.01	Describe the functions of the Florida Joint Underwriting Association (FAJUA).	
10.02	Describe the Florida Workers Compensation Joint Underwriting Association (WCJUA).	
10.03	Describe the functions of the Florida Windstorm Joint Underwriting Association (FWUA).	
10.04	Describe the functions of the Florida Residential Property and Casualty Joint Underwriting Association (FRPCJUA).	
11.0	Demonstrate an understanding of Agent Licensing Requirements.  The student will be able to:	
11.01	Describe Agent Responsibilities	
11.02	Explain how to submit a Change of Address.	
11.03	Explain the Continuing Education requirement.	
11.04	Explain the Renewal process.	
12.0	Demonstrate an understanding of Basic Florida Insurance Principles, Concepts, and Laws.  The student will be able to:	
12.01	Discuss ethical responsibilities.	
12.02	Explain the concept of agency and discuss Office Management.	
12.03	Explain Customer Relations in an agency operation.	

Additional Information

Laboratory Activities

Laboratory investigations that include scientific inquiry, research, measurement, problem solving, emerging technologies, tools and equipment, as well as, experimental, quality, and safety procedures are an integral part of this career and technical program/course. Laboratory investigations benefit all students by developing an understanding of the complexity and ambiguity of empirical work, as well as the skills required to manage, operate, calibrate and troubleshoot equipment/tools used to make observations. Students understand measurement error; and have the skills to aggregate, interpret, and present the resulting data. Equipment and supplies should be provided to enhance hands-on experiences for students.

Special Notes

MyCareerShines is an interactive resource to assist students in identifying their ideal career and to enhance preparation for employment. Teachers are encouraged to integrate this resource into the program curriculum to meet the employability goals for each student.  Access MyCareerShines by visiting: www.mycareershines.org.

Career and Technical Student Organization (CTSO)

Collegiate DECA and Phi Beta Lambda are the intercurricular career and technical student organizations providing leadership training and reinforcing specific career and technical skills.  Career and Technical Student Organizations provide activities for students as an integral part of the instruction offered.  

Cooperative Training – OJT

On-the-job training is appropriate but not required for this program.  Whenever offered, the rules, guidelines, and requirements specified in the OJT framework apply. 

Accommodations

Federal and state legislation requires the provision of accommodations for students with disabilities to meet individual needs and ensure equal access. Postsecondary students with disabilities must self-identify, present documentation, request accommodations if needed, and develop a plan with their counselor and/or instructors. Accommodations received in postsecondary education may differ from those received in secondary education. Accommodations change the way the student is instructed. Students with disabilities may need accommodations in such areas as instructional methods and materials, assignments and assessments, time demands and schedules, learning environment, assistive technology and special communication systems. Documentation of the accommodations requested and provided should be maintained in a confidential file.

Note: postsecondary curriculum and regulated secondary programs cannot be modified.

Additional Resources

For additional information regarding articulation agreements, Bright Futures Scholarships, Fine Arts/Practical Arts Credit and Equivalent Mathematics and Equally Rigorous Science Courses please refer to:
http://www.fldoe.org/academics/career-adult-edu/career-tech-edu/program-resources.stml.