Desktop Home Assessor

Auto & General; North Lakes; On-site; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Bonuses

Volunteer days

ME day

Parental leave

Additional leave

Learning & development

Wellbeing support

Discounts on insurance products

Job summary

Auto & General is seeking a Desktop Home Assessor to manage end-to-end insured-claim processes, determining cause, scope and cost for repairs and rebuilding of damaged property.

You will work with A&G's panel of restorers and suppliers to ensure high-quality repairs at fair prices while delivering excellent customer service and regulatory compliance.

Qualifications

• Experience in residential building/renovation and extensive estimating.
• Ability to manage quality building work and customer satisfaction.
• Background in reviewing and defining accurate scopes of works.
• Excellent time management and organisational skills.
• Strong communication, negotiation, and conflict resolution abilities.
• Proven ability to build relationships with builders.
• Insurance industry experience is preferred.
• Comfortable using technology and multiple systems.

Responsibilities

• Review reports and photos to validate claimed events and damage.
• Determine causation and apply policy coverage levels.
• Provide justified recommendations aligned with regulatory frameworks.
• Capture detailed information across multiple systems.
• Identify claim risks and prepare contingencies.
• Escalate for vulnerabilities or hardship as needed.
• Identify site safety concerns and authorise emergency work.
• Produce detailed damage scope and cost documentation.
• Engage specialists to report on damage and scope.
• Negotiate repair cost with repairers and customers.
• Approve start of works, contents, accommodation, and cash settlement.
• Conduct retrospective audits of scopes and pricing.
• Identify variances or non-compliance.

Skills

Residential building experience

Estimating experience

Time management

Organisational skills

Communication skills

Negotiation skills

Conflict resolution

Relationship building with builders

Insurance industry experience

Technology fluency

Job description

The role

Our Desktop Home Assessors are responsible for the end-to-end management of allocated claims, establishing the cause, scope, and cost of insured claims and the associated restoration, repair, or rebuilding of damaged property, while delivering excellent customer service.

You will also work closely with A&G's panel of restorers and suppliers to ensure repairs to our customers' homes are completed to a high standard and for a fair and reasonable price.

What you'll be doing

Assess the damage

• Review reports and photos to validate the claimed event and damage.
• Determine damage causation and apply the PDS for the appropriate levels of cover.
• Make decision recommendations with justified reasoning aligned with regulatory frameworks.
• Capture detailed information accurately across multiple systems.
• Identify and manage claim risks and prepare suitable contingencies.
• Provide timely escalation for scenarios such as customer vulnerability or financial hardship.
• Identify site safety concerns and correctly authorise emergency make-safe work.

Scope the damage

• Produce detailed damage scope and cost documentation and review against supplier quotes.
• Align repair methodology with PDS coverage and limitations, such as matching material parameters.
• Engage specialists and industry experts to report on damage and interpret findings for scope creation.

Negotiate outcomes

• Engage with repairers and customers to negotiate a sustainable and competitive repair cost.
• Discuss and challenge supplier line items, costs, and repair methodology as required.
• Make approval recommendations around work commencement, contents, temporary accommodation, and cash settlement.

Audit

• Conduct retrospective audits of minor severity scopes processed through the straight-through model.
• Review scope of works, estimating accuracy, and pricing alignment against company guidelines and supplier agreements.
• Identify variances, errors, or non-compliance in claim scoping, estimating, or decision‑making.

What experience you'll bring

• Residential building/renovation and extensive estimating experience is essential.
• Experience in managing quality building work and enhancing customer satisfaction.
• Background in reviewing and determining accurate scopes of works.
• Exceptional time management and organisational skills.
• Demonstrated communication, negotiation and conflict resolution handling ability.
• Proven experience in building effective business relationships with builders.
• Insurance experience preferred.
• Confident using technology.

The benefits of working at A&G

• Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks.
• Options for leave - life happens, so we’ve got volunteer days, an additional paid ‘ME’ day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.
• Grow with us - we’ve got learning and professional development opportunities to suit everyone.
• Give back - our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you’re passionate about.
• Take care of yourself - your wellbeing is important to us and our healthy mind and body hub, mental‑health support and fitness discounts will help you be your best self.
• Celebrate the wins - we love sharing our successes and celebrating together - join us and you’ve got a ticket to our many on-site events throughout the year, family fun days and annual celebrations.
• Save money - as well as discounts on insurance products, we’ve teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.
• Access to A&G’s employee reward and recognition platform, powered by Rewards Gateway - Enjoy a wide range of benefits, including personalised rewards & peer‑to‑peer recognition, exclusive discounts & savings across more than 600 top retailers and a comprehensive recognition program that celebrates milestones and achievements - helping you feel valued every step of the way.

About us

Auto & General (A&G) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.

Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas, Virgin Money and Coles Insurance.

We’re excited about the future and we’re always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia’s best insurer!

Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.

A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.