A&H Claims Team Leader

Chubb External; North Sydney; On-site; AUD 140,000 - 190,000; Full time

Job summary

Chubb is seeking a claims team lead to build and drive a high-performing unit focusing on Accident & Sickness and Travel-related claims. You will work with underwriters and brokers to deliver efficient, compliant claims handling and superior service.

The role requires strong supervision, coaching and KPI reporting, with responsibility for large or contentious claims, audits, and vendor management. A collaborative, customer-centric approach is essential.

Qualifications

• Proven experience leading a high-performing claims team.
• Strong knowledge of Accident & Health, Travel, Expatriate and Inpatriate claims.
• Experience with third-party audits and external vendors.

Responsibilities

• Provide technical supervision of claim quality and workflow within the team.
• Review coverage denials and letter quality; ensure accurate documentation.
• Supervise and coach the claims team; manage performance reviews and development.
• Assist underwriters with marketing, retention and new business opportunities in A&H.
• Communicate with underwriters, brokers, insureds and TPA partners regularly.

Skills

Leadership

Claims management

Team supervision

Stakeholder comms

Auditing

Job description

Chubb celebrates diversity by fostering an inclusive, flexible and equitable workplace. We support applications from all members of our community and equitable access to our employment opportunities. We are open to discussing workplace flexibility in all our vacancies, to ensure we can attract the best candidates and accommodate individual needs, differences, disabilities and working arrangements. Please let us know if you require any adjustments to the recruitment process so we can support you to present your best self.

Chubb is a world leader in insurance. With operations in 54 countries and territories, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance and life insurance to a diverse group of clients. As an underwriting company, we assess, assume and manage risk with insight and discipline. We service and pay our claims fairly and promptly. The company is also defined by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength and local operations globally. Parent company Chubb Limited is listed on the New York Stock Exchange (NYSE: CB) and is a component of the S&P 500 index. Chubb maintains executive offices in Zurich, New York, London, Paris and other locations, and employs approximately 40,000 people worldwide. Additional information can be found at: www.chubb.com.

Your Role

To produce and lead a high performing, market leading claims team with a focus on Accident and Sickness and/or Travel, Expatriate and Inpatriate claims. To ensure that claims are handled effectively and efficiently in accordance with Claims best practices. Work closely with Claims management and underwriters to service brokers and direct customers.

In this role, you will:

• Technical Supervision of the quality and workflow of claims within the team.
• Review of all claim coverage denials and quality of coverage response letters.
• Supervision and responsibility for the claims team.
• Ensure team promptly and properly document all developments on claim files.
• Coach and develop claims team members, providing regular feedback.
• Assist underwriters in the marketing, retention and acquisition of new Accident & Health business.
• Effectively communicate with underwriters, Finance Department, brokers, insured’s, third parties (including claims TPA’s), Chubb Business Services (CBS) and within the Claim Department.
• Assist in the supervision and management of third-party service providers, especially claims TPA’s and
• Emergency Assistance Providers; participate in auditing their work.
• Lead TPA audits, where required.
• Work with Claims Department, Operations Department and IT to ensure relevant management reports are established and regularly produced.
• Provide regular updates on management information and key performance indicators (KPI’s) on the team performances for new claims, open claims, ALAE, and reserving timeframes.
• Identify claim trends and monitor large losses, and report on both to claims management and underwriting as required.
• Effectively control the use, work product and expenses of outside vendors and keep good control and management of ALAE.
• Personally handle large or contentious losses within the claim portfolio.
• Handle after hours calls for emergency cases and supervise the ongoing management of these emergency or high-cost cases, where required.
• Monitor, vet and report on international economic and trade Sanction cases.
• Monitor claims handled by Chubb Business Services (CBS) and provide direction and coaching as required.
• Work to increase customer satisfaction and reduce complaints.
• Review claim processes and improve efficiency while continuing to deliver market competitive claims service.
• Talent management and succession planning for the team.
• Conduct performance reviews and goal setting for team members, as well as regular one-on-ones.