Claims Assessment Advisor

Empire Group; Brisbane; On-site; AUD 70,000 - 100,000; Full time

Job summary

Empire Group is seeking a Claims Assessment Advisor to evaluate complex claims, with a focus on mental injuries. The role combines investigation, analysis and decision-making, ensuring clear, well-reasoned outcomes while supporting recovery and return-to-work goals.

You will engage with individuals, employers, and providers to understand each claim and reach fair, timely conclusions, applying legislation and policy to withstand external review.

Qualifications

• Strong analytical skills and the ability to evaluate evidence from multiple sources.
• Clear written communication with the ability to explain and substantiate decisions.
• Empathy and professionalism when working with vulnerable people and sensitive information.
• Confidence navigating difficult conversations with a range of stakeholders.
• Resilience, organisation and a commitment to fair and consistent outcomes.

Responsibilities

• Assessing and determining liability for complex claims, with a focus on mental injuries.
• Reviewing medical evidence, factual reports and workplace information to establish circumstances of each claim.
• Applying relevant legislation and policy to make evidence-based decisions that can withstand external review.
• Clearly documenting reasoning and communicating decisions professionally and empathetically, including adverse outcomes.
• Supporting early recovery and return-to-work opportunities through proactive stakeholder engagement.
• Managing competing priorities while maintaining accuracy and sound judgment.

Skills

Analytical skills

Evidence evaluation

Written communication

Empathy

Stakeholder engagement

Resilience

Job description

We are partnering with a large organisation to recruit a Claims Assessment Advisor to assess complex claims, predominantly involving mental injuries.

This role combines investigation, analysis and decision-making with thoughtful communication. You will work through sensitive circumstances, weigh evidence objectively and deliver clear, well-reasoned decisions while supporting positive recovery and return-to-work outcomes.

About the role

You will take ownership of liability assessment, engaging with individuals, employers and treating providers to understand each claim and reach a fair, timely outcome.

Your responsibilities will include:

• Assessing and determining liability for complex claims, with a focus on mental injuries.
• Reviewing medical evidence, factual reports and workplace information to establish the circumstances of each claim.
• Applying relevant legislation and policy to make evidence-based decisions that can withstand external review, dispute or regulatory scrutiny.
• Clearly documenting your reasoning and communicating decisions professionally and empathetically, including adverse outcomes.
• Supporting early recovery and return-to-work opportunities through proactive stakeholder engagement.
• Managing competing priorities while maintaining accuracy, sound judgement and sensitivity to individual circumstances.

About you

You bring experience assessing complex claims and the confidence to make considered decisions when the information or circumstances are challenging.

Your background may include life insurance, income protection, TPD, personal injury or another insurance claims environment. Experience assessing psychological injury or mental health claims will be particularly relevant.

You will demonstrate:

• Strong analytical skills and the ability to evaluate evidence from multiple sources.
• Experience interpreting and applying legislation, policy or insurance terms.
• Clear written communication, with the ability to explain and substantiate your decisions.
• Empathy and professionalism when working with vulnerable people and sensitive information.
• Confidence navigating difficult conversations and engaging with a range of stakeholders.
• Resilience, organisation and a commitment to fair and consistent outcomes.

Why consider this opportunity?

This is an opportunity to apply your claims expertise within a large organisation, undertaking meaningful work that draws on both your technical judgement and your ability to connect with people.

At Empire Group, we value diversity and are committed to equitable recruitment. We encourage Aboriginal and Torres Strait Islander peoples, people from culturally diverse backgrounds, people with disability, and other underrepresented groups to apply. Our focus is on creating fair, accessible, and culturally safe recruitment processes that genuinely reflect and respect the communities we serve.