Claims Representative

Youi Insurance; Sunshine Coast Regional; On-site; AUD 60,000 - 85,000; Full time

Benefits offered by this job

Incentives

Annual leave

Volunteer leave

Wellbeing sessions

Gym discounts

Skin checks

Job summary

You’ll love this role if you’re the person people turn to when they need answers. As a Claims Advisor at Youi Insurance on the Sunshine Coast, you’ll help customers when life doesn’t go to plan and guide them through the process.

You’ll own a portfolio of claims from start to finish, speak with customers, review information, coordinate repairs and suppliers, and make fair, compliant decisions within guidelines.

We provide paid training and ongoing coaching from day one.

Qualifications

• Experience in customer-facing roles or service environments.
• Strong communication and judgement under pressure.
• Ability to manage a claims portfolio from start to finish.
• Comfort with reviewing information and making fair, compliant decisions within guidelines.

Responsibilities

• Take ownership of claims from lodged to resolution.
• Be the main contact for customers, repairers and assessors; keep all parties updated.
• Manage a portfolio of claims at different stages with structured workflows.
• Review policy details and evidence to make fair, accurate decisions.

Skills

Customer service

Communication

Problem solving

Decision making

Empathy

Job description

You'll love this role if you're the person people turn to when they need answers.

You enjoy helping people, solving problems and bringing clarity when things feel uncertain. Maybe you've worked in customer service, hospitality, retail, property administration, or another role where communication and good judgement matter.

As a Claims Advisor, you'll help customers when life doesn't go to plan. Whether it's damage to their home, a vehicle accident or something else they rely on every day, you'll be the person helping them understand what happens next and guiding them through the process.

In this role, you'll manage a portfolio of claims from start to finish. You'll spend your days speaking with customers, reviewing information, organising repairs, coordinating suppliers and making decisions that help keep claims moving. No two claims are exactly the same, which means you'll be constantly learning, problem solving and building your confidence.

You'll be supported by paid training, on-the-job coaching and experienced leaders from day one. We'll teach you insurance part and you'll bring the curiosity, communication skills and willingness to learn.

Many of our leaders started in frontline roles just like this one. If you're looking for meaningful work, genuine development and a role that can grow with you, you'll likely love it here.

What you’ll be doing

• A full-time role in-office at Sippy Downs
• Take ownership of claims once they are lodged and manage them through to resolution
• Be the main point of contact for customers, repairers, and assessors, keeping everyone updated and on track
• Manage a portfolio of claims at different stages, working through structured workflow queues and daily priorities
• Review policy details and evidence to make fair, accurate decisions within guidelines
• Approve repairs, arrange hire cars, pay invoices, follow up quotes, and respond to customer updates
• Keep detailed and accurate notes so every claim is clear and compliant
• Handle calls from customers who may be stressed, explaining what happens next and guiding the claim forward
• Build strong knowledge of repairs, assessments and how claims progress from start to finish

What great looks like

• Claim details and notes are accurate and complete the first time
• Able to explain decisions clearly so customers understand why
• Customers finish calls clear about what happens next
• Workload stays organised and claims keep moving without unnecessary delays
• Balance empathy with fair and consistent decision making
• Follow compliance, privacy, and risk requirements properly every time
• Stay calm and professional, even when conversations are emotional

If you can see yourself growing into this, you’ll likely love it here.

What you’ll get

• Clear pay and incentives - Performance-based incentives, plus annual salary reviews
• 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.

Visit youi.com.au/about-us/careers or jump on Instagram @yourlifeatyoui to see what work life with us looks like.