Desktop Home Assessor

Auto & General; Rockhampton Regional; On-site; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Bonuses

Volunteer days

ME day

Parental leave

Additional leave

PD opportunities

Wellbeing support

On-site events

Insurance discounts

Rewards Gateway

Job summary

Auto & General is seeking a Desktop Home Assessor to manage end-to-end claims, determine cause, scope, and cost for insured damages, and coordinate with restorers and suppliers to ensure quality repairs at fair prices.

You will assess damage, scope repairs, negotiate outcomes, and conduct audits, while applying regulatory frameworks and maintaining excellent customer service.

Qualifications

• Residential building/renovation experience is essential.
• Extensive estimating experience is essential.
• Experience in managing quality building work and enhancing customer satisfaction.
• Strong time management and organisational skills.
• Excellent communication, negotiation and conflict resolution abilities.
• Proven experience in building effective business relationships with builders.
• Insurance experience preferred.
• Confident using technology.

Responsibilities

• Assess the damage: review reports and photos to validate the claimed event and damage.
• Determine damage causation and apply the PDS for cover levels.
• Provide justified decision recommendations aligned with regulatory frameworks.
• Capture detailed information across multiple systems.
• Identify and manage claim risks and prepare contingencies.
• Escalate for scenarios such as customer vulnerability or financial hardship.
• Identify site safety concerns and authorise emergency make-safe work.
• Scope the damage: create detailed damage scope and cost documentation and review against quotes.
• Engage specialists to report on damage and interpret findings for scope creation.
• Negotiate outcomes: engage with repairers and customers to negotiate repair costs.
• Challenge supplier line items and repair methods as required.
• Make approval recommendations on work commencement, contents, temporary accommodation, and cash settlement.
• Audit: conduct retrospective audits of scopes processed via straight-through model.
• Review scope of works, estimating accuracy, and pricing alignment with guidelines.
• Identify variances, errors, or non-compliance in scoping or decision-making.

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! If this sounds like you, apply today.

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.