Claims Consultant

SURA Pty Ltd; North Sydney; Hybrid; AUD 70,000 - 90,000; Full time

Job summary

SURA Pty Ltd in North Sydney is seeking an experienced Claims Consultant to manage motor dealership claims on a hybrid basis, reporting to the Claims Manager and delivering a professional claims handling service to clients while enhancing broker and insurer relationships.

The role oversees Property, Liability and Motor related claims, coordinating with brokers, service providers and internal stakeholders, and ensuring timely, accurate processing under policy conditions.

Qualifications

• End-to-end claims management focusing on Property and Liability insurance.
• Exposure to Motor claims is advantageous; training will be provided to develop expertise.
• Understanding of claims management requirements involving local and Lloyd’s cover holders.
• Knowledge of relevant insurance legislation and regulations and current practices in government work.
• Ability to take ownership of customer experience and resolve concerns with stakeholders.

Responsibilities

• Interpret and apply policy wordings to determine coverage, liability and claim validity.
• Set reserves, arrange payments within delegated authority and ensure timely settlements.
• Escalate claims that exceed delegated authority for review and approval.
• Provide superior customer service to internal and external stakeholders via multiple channels.
• Liaise with customers, intermediaries and third parties to monitor progress and settlements.
• Critically evaluate external advice and ensure compliance with protocols and service standards.
• Maintain accurate records of claims and statuses in line with audit and GICOP requirements.

Job description

SURA is a group of specialist underwriting agencies and forms part of Austagencies. Austagencies Pty Ltd is a company that employs almost 250 industry professionals throughout Australia. We develop products from the ground up to suit specialist needs. We capture details that are often overlooked. Our clients feel safe and secure in the knowledge that their business challenges are covered by policies purpose built just for them. It’s this that sets us apart. We are a progressive organisation that values our staff and offers them superior working conditions.

We have an exciting opportunity for an experienced Claims Consultant to manage our motor dealership claims and work between our North Sydney office and home on a hybrid basis. Reporting to the Claims Manager, the successful candidate will provide a professional claims handling service to clients by providing solutions, achieving the best possible outcomes, and enhancing the client/broker/insurer relationships.

The role plays a critical part in overseeing and managing insurance claims for motor dealership clients. This portfolio encompasses a diverse range of exposures, including Industrial Special Risks (ISR), theft, hail damage to vehicles, commercial motor composite, and liability. Acting as the central point of coordination, the role involves effective liaison with brokers, service providers, internal stakeholders, and agency security to ensure claims are handled and processed promptly, equitably, and in accordance with policy conditions and delegated authority.

Ideally, we would be looking for someone with around three to five years’ experience in managing property claims and/or personal injury claims.

Responsibilities of the role include, but are not limited to:

• Interpret and apply policy wordings to determine coverage, liability, and claim validity.
• Set reserves, arrange payments within delegated authority and ensure claims are settled in a cost-effective and timely manner with disbursements issued promptly.
• Escalate claims that exceed delegated authority through appropriate channels for review and approval.
• Provide superior customer service to internal and external stakeholders via email, phone and face-to-face interactions, and maintain effective channels of communication.
• Liaise with customers, intermediaries, and third-party representatives to monitor claim progress and negotiate settlements.
• Critically evaluate external advice and ensure compliance with claims protocols, service standards and regulatory requirements while driving claims toward resolution.
• Maintain accurate and up-to-date records of claims and claim status in accordance with audit, compliance and GICOP requirements.

Ideally, we’re looking for someone with around solid experience in managing property (ISR) and/or liability claims, or someone with an extensive background in motor claims who’s keen to expand into property and liability.

The successful applicant will have:

• Demonstrated experience in end-to-end claims management, with a strong emphasis on Property and Liability insurance. Exposure to Motor claims is advantageous, though training and support will be provided to develop expertise across all relevant lines.
• Understanding of claims management requirements involving Local and Lloyd’s cover holders.
• Detailed and up-to-date knowledge of relevant insurance legislation and regulations and of current requirements and practices relating to government organisations.
• Demonstrated ability to take ownership of customer experience and advanced skill in building rapport, understanding stakeholder requirements and resolving concerns.
• Strong capability to communicate clearly, concisely and appropriately both orally and in writing, with high accuracy and attention to detail is paramount in this role.
• Ability to assess and comment on the recommendations of insurers and lawyers will be crucial, as well as the ability to facilitate outcomes through effective influencing and negotiation skills.

This is a busy role; however, the team boasts a great culture, with the support to ensure you are meeting agreed service level agreements and are successful.

Any offer of employment is dependent upon the satisfactory completion of background checks by AUB Group or by an external third-party on our behalf.

AUB Group welcomes all people regardless of ethnicity, faith, sexual orientation, and gender identity, and we are dedicated to providing a workplace environment that supports and values diversity, inclusion, and equality.