Claims Consultant, Lump Sum Claims

TAL Australia; Sydney; Hybrid; AUD 70,000 - 95,000; Full time

Benefits offered by this job

Competitive salary & bonus

Hybrid work model

Wellbeing benefits

Job summary

TAL Australia is seeking a Claims Consultant to proactively manage a portfolio of Lump Sum claims, ensuring alignment with TAL's philosophy and policy terms.

The role focuses on delivering excellent customer experiences for customers, advisers, and fund administrators, while maintaining regulatory compliance and supporting continuous improvement efforts. Hybrid work arrangements apply, with opportunities to contribute to departmental initiatives.

Qualifications

• Ability to build rapport and empathy with customers during difficult times.
• Advanced time management and prioritisation skills.
• Demonstrated analytical and problem-solving skills and attention to detail.

Responsibilities

• Manage a portfolio of Lump Sum claims in line with TAL’s claims philosophy and procedures.
• Provide best-in-class customer and adviser experience with clear communication on claims status.
• Ensure compliance with TAL policies and external regulations (Privacy, Life Insurance Code).
• Support governance, quality assurance and process improvement initiatives.
• Contribute to department projects and embed change initiatives.

Skills

Empathy

Time management

Analytical skills

Attention to detail

Education

Business/Commerce/Health degree

Diploma or Cert IV in Life Insurance

Job description

• Competitive Salary + Bonus + Annual Reviews
• Wellbeing Benefits – Mental, Physical & Financial Support

Company Description

• Competitive Salary + Bonus + Annual Reviews
• Flexible Work Hours | Hybrid Model
• Wellbeing Benefits – Mental, Physical & Financial Support

Welcome to TAL. As a leading life insurer, we’ve been protecting Australians for over 150 years. Backed by Daiichi Life, we're driven by big ambitions and empower to create better products and services.

Together with our Partners, we’re helping millions of Australians live a life filled with choices, options, and freedoms. See the direct impact you make delivering support and financial security with care and expertise. Grow beyond expectations with diverse roles, global connections, and exclusive learning opportunities.

Work with passionate, bright and capable colleagues. Feel inspired by supportive leaders. Collaborate with heart, where flexibility, wellbeing and inclusivity is valued. Together, we're reimagining insurance.

So, bring a curious mind and an ambition to help us become the progressive, digitally enabled leading insurer.

Job Description

The Claims Consultant is responsible for the proactive management of a portfolio of Lump Sum claims in accordance with TAL’s claims philosophy, claims handling procedures, policy terms & conditions and in accordance with the Life Insurance Code of Practice and other legislative and regulatory requirements.

A key focus of this role involves providing a best-in‑class customer and client (e.g. advisers, trustees, fund administrators) experience, including regular communication in relation to the status of claims and managing expectations, to deliver on quality health and claim outcomes.

• Ensure compliance with TAL policies, procedures and guidelines procedures, ensuring claims management is in accordance with the TAL claims philosophy.
• Adherence to external regulations (e.g., Privacy and Life Insurance Code of Practice) and all relevant legislation and industry guidelines
• Ensure all interactions with Customers, Advisers and other internal and external stakeholders adhere to TAL’s Customer Service Culture through the provision of high-quality, accurate and compliant work
• Contributing towards a culture of process improvement. Support the Team Manager and Technical Specialist to embed required change within the team while ensuring a best practice approach to claims handling.
• Contributing to department and company projects as required
• Maintain current knowledge of life insurance guidelines, processes, and policy changes. Ensure claims handling and service approach reflects industry best practice and TAL processes and policies
• Other ad‑hoc duties as required.
• Support governance, quality assurance, and process improvement initiatives.
• Promote TAL’s customer service culture through accurate, high-quality work.
• Contribute to department/company projects as required.
• Embed change initiatives and continuous improvement.

Qualifications

• At least 1-2 years’ experience in Life Insurance claims management at a similar level with a focus on Retail Income Protection Claims or Lump Sum Claims
• Ability to build rapport and empathy with customers during difficult times and a commitment to delivering proactive, high quality customer service.
• Advanced time management and prioritisation skills.
• Demonstrated analytical and problem-solving skills and attention to detail.
• Relevant tertiary qualifications in Business, Commerce, Health or Allied Health (desirable).
• Diploma or Cert IV in Life Insurance, or equivalent (desirable).

Additional Information

• An Inclusive Employer – Recognised as Employer of Choice for Gender Equality by the Workplace Gender Equality Agency and Bronze Tier Status within the Australian Workplace Equality Index
• Diversity Champions – Member of Diversity Council Australia, Australian Disability Network, Pride in Diversity and Champions of Change
• Reconciliation Advocates – Read our Innovate Reconciliation Action Plan.
• We welcome applications from people with diverse experiences, perspectives and backgrounds including Aboriginal and Torres Strait Islander people, caregivers, individuals living with disabilities, people from culturally diverse backgrounds and the LGBTIQ+ community.
• Need adjustments during the recruitment process? Let our team know by getting in touch with us here.—we’re here to support you.

You’realwaysaccountable for your actions. You never give up. You strive to find the best outcomes for customers and partners.Andyou valueworking together to find the best solutions for problems.

As part of the recruitment process, there are several checks which may be conducted to demonstrate your eligibility for a role at TAL including Criminal History, Bankruptcy, Entitlement to Work, Regulatory and Reference Checks.

Everyone at TAL has a responsibility to do the right thing and is accountable for the way they conduct themselves. Our expectations are that you follow the principles set out in our Code of Conduct when you come to work every day. Risk management is everyone’s responsibility.