Claims Case Manager

MBS Insurance; North Sydney; Hybrid; AUD 70,000 - 90,000; Part time

Job summary

MBS Insurance is seeking a Claims Case Manager to join our Claims Team. We welcome both developing candidates and seasoned professionals. The role allows for full-time or part-time hours (3–5 days per week) and a hybrid work model with some office presence for onboarding.

You will manage life-insurance claims, communicate clearly with clients and insurers, and advocate for fair outcomes while collaborating with the broader Claims Team to ensure compliant, timely processing.

Qualifications

• Minimum 1 year insurance experience in life insurance or related roles.
• Excellent phone manner and communication skills.
• Ability to manage a portfolio of life-insurance claims with care.
• Strong organisational skills and reliability.

Responsibilities

• Manage a portfolio of life-insurance claims (Death, TPD, Trauma, Income Protection).
• Provide proactive communication; ensure clients are informed and reassured at every step.
• Build trusted relationships with insurer assessors and advocate for fair outcomes.
• Interpret policy terms and product features to guide decision-making and support clients.
• Support and collaborate with the Claims Team and maintain compliance across claims.
• Maintain consistent reporting, organisation and compliance across all claims.
• Stay connected with Head of Claims, escalate complex or declined claims for clarity.

Skills

Insurance experience

Communication

Organization

Empathy

Job description

Founded in 2006, MBS Insurance is a leading specialist in life insurance advice, supporting clients across both personal and business insurance needs. As one of Australia’s largest life-insurance advisory firms, we partner with accounting and financial planning practices nationwide, with the majority of our clients referred through long-standing professional relationships. Our 80+ team spans NSW, VIC, QLD and WA and includes Advisers, Compliance Managers, Paraplanners, Client Services and a growing Claims Team. What unites us is a shared purpose: delivering better outcomes. It’s the driving force behind every decision we make - for our clients, our stakeholders, and each other. We exist to protect people at the moments that matter most. Learn more here: https://mbsinsurance.com.au/

About the Role

Our Claims Team plays an essential role in supporting clients and their families through significant life events, ensuring they feel informed, supported and confident every step of the way. We are seeking a Claims Case Manager to join our team. We’re open to either a developing/junior candidate with the right foundation or someone with established experience. What matters most is strong communication, organisation and a proactive approach to ownership. This role can be full-time or part-time (3–5 days per week), depending on your needs. In this role, you will:

• Manage a portfolio of life-insurance claims (Death, TPD, Trauma, Income Protection) with structure, momentum and care.
• Provide clear, proactive communication; ensuring no client is ever left waiting, uninformed or unsure of next steps.
• Build trusted relationships with insurer assessors and advocate confidently for fair outcomes.
• Interpret policy terms and product features to guide decision-making and support clients.
• Support and collaborate with the Claims Team and contribute to a positive, accountable team culture.
• Maintain consistent reporting, organisation and compliance across all claims.
• Stay closely connected with the Head of Claims through regular check-ins, escalating complex or declined claims to ensure shared understanding, aligned decisions and clear, consistent communication to clients.

About You

We’re looking for someone who is accountable, organised, empathetic and genuinely committed to supporting clients through challenging moments. You’ll thrive here if you have:

• Insurance experience (min 1 year - a must). This could come from various areas of Life Insurance – claims manager, paraplanning, underwriting, client service, or claims support roles where you’ve gained knowledge regarding products, policies and held customer conversations relating to cover owned both personally and within the super environment.
• Excellent phone manner and communication skills, with the confidence to speak to clients and insurers professionally and with care.
• Strong organisational skills, accountability and reliability: you keep clients informed and never leave them waiting for updates.
• The maturity and emotional intelligence to support people experiencing significant life events.
• A team orientation and alignment with our values: Ambition, People, Results Driven and Fun.

You don’t need decades of experience - we’re excited by people we can coach and develop - but you do need a strong base. We are looking for a Sydney local. We do offer flexibility to WFH ~2 days weekly but we follow a hybrid work model so it's also important you are able to come into the office (especially during onboarding).