Claims Investigator

Youi Insurance; Brisbane; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Annual salary reviews

9-day fortnight roster

22 days annual leave

Volunteer leave

Wellbeing sessions

Discounted gym access

Discounted Youi insurance

Skin checks

Team celebrations

Job summary

Youi Insurance in Chermside (Brisbane) is seeking a Claims Investigator to conduct thorough investigations of insurance claims, balancing customer empathy with policy adherence. The role involves triaging claims, gathering evidence, interviewing involved parties, and presenting findings to support fair outcomes.

You will work a 9-day fortnight roster in-office, collaborating with the Claims Forum to ensure transparent decision-making and alignment with Youi’s philosophy on claims handling and

Qualifications

• Experience in conducting interviews and obtaining statements.
• Strong analytical skills to review documentation and policy terms.
• Empathetic communication to explain decisions to customers.

Responsibilities

• Triage incoming claims to determine if investigations are needed.
• Conduct investigations across claims to detect fraud and policy breaches.
• Present findings at the internal Claims Forum with clear conclusions and recommendations.
• Make decisions in line with Claims Philosophy on validity and coverage.

Skills

Interviewing

Statements

Documentation analysis

Empathy

Negotiation

Analytical thinking

Communication

Tools

General Insurance Code

Job description

You'll love this role if you have an exceptional eye for detail and often pick up on what others miss.

As a Claims Investigator, you will focus on conducting thorough and transparent investigations of insurance claims to ensure the best outcomes for both the business and the customers, and therefore requires a delicate balance between empathy and adherence to policies. This role offers variety and challenge, with a focus on fairness and transparency for both customers and the business, and suits an individual with a background in investigation, strong interpersonal skills, and an understanding of insurance practices, particularly claims investigations.

It is important to consider the best part of the job is working to find a balance between looking after customers' and the company's interests, while on the other hand, one of the challenging aspects is making unfavourable decisions that can have financial implications for customers.

What you'll be doing

• A full-time role in-office at Chermside, working a 9-day fortnightly roster
• Triage claims: Assess incoming claims to determine whether investigations are required. This involves an initial evaluation to understand the circumstances of the claim and whether an investigation is required to reach the right outcome on the claim
• Conduct investigations: Investigate claims across various risks to detect and prevent fraud and policy breaches. This likely involves gathering evidence, conducting interviews, obtaining statements from involved parties, critically analysing documentation, and information, and evaluating policy terms and conditions
• Claims forum: Present the findings of your investigations at our internal Claims Forum. This will involve sharing your insights, analysis, and recommendations to ensure transparency and informed decision-making
• Decision-making: Make informed decisions in line with Youi’s Claims Philosophy based on the investigations conducted. These decisions could pertain to the validity of claims, coverage eligibility, and potential actions to be taken

What great looks like

• Experience: Prior experience in conducting interviews, obtaining statements, would be beneficial for success in this role
• Presentation skills: The ability to present investigation findings confidently at the Claims Forum is important
• Knowledge: Familiarity with Part 15 - Claims Investigations Standards of the General Insurance Code of Practice is crucial for adhering to industry standards
• Problem-solving: Ability to analyse complex situations, identify issues, and develop solutions is important for conducting thorough investigations
• Empathy and Communication: Effective communication and empathy are essential for interacting with customers, understanding their situations, and conveying decisions
• Negotiation skills: You might need to negotiate with various parties to gather information, resolve disputes, and ensure fair outcomes
• Logical thinking: A logical mindset is valuable for analysing evidence, identifying patterns, and drawing sound conclusions
• Results-driven: A focus on achieving the best outcomes for both customers and the business is key

If you're looking for a role where you can apply your current investigation skills and build your claims knowledge, you’lllikely loveit here.

What you’ll get

• Clear pay and work/life - Annual salary reviews and working 9-day fortnightly roster
• Time off you can plan around - 22 days annual leave, plus volunteer leave
• A workplace you can feel - Food trucks, themed days and team celebrations that bring real energy to the day
• Leaders who back your growth - Clear direction, regular coaching and real opportunities to step into new roles
• Practical benefits that support you day to day - Free skin checks, flu jabs, wellbeing sessions, discounted gym access and discounted Youi insurance
• Work that has real purpose - Helping customers get back on track when life doesn’t go to plan

Why Youi

We’re here to make insurance better by being more human. You’re not just doing your job, you’re making sure real people get looked after, especially when life doesn’t go to plan. Every conversation, every decision, every day you’re part of raising the bar for want awesome service really means.

We set high standards and recognise people who deliver. Results are rewarded through incentives, everyday shout-outs and programs like Youi Stars, so the impact you make never goes unnoticed. You’ll know what’s expected of you, where we’re heading and how your work contributes. We grow our own people here, with clear pathways, structured development and hands‑on coaching, helping many team members step into leadership and specialist roles across the business.

And as more customers choose Youi, we keep growing, creating new roles and opportunities to build your career over time. We don’t just want insurance to be different; we’re actively making it better. And we’re doing it together.

Work that’s a bit more you-shaped.