Disputes Resolution Specialist – Insurance Complaints

ClaimsCo; Sydney; Remote; AUD 95,000 - 130,000; Full time

Benefits offered by this job

Remote flexibility

Impact‑driven mission

Competitive compensation

Innovative, agile culture

Growth opportunities

Job summary

ClaimsCo, a purpose‑driven claims advocacy firm, is seeking a Disputes Resolution Specialist to join the Claims Advocate Management Team. The role is remote with quarterly travel to our head office on the Gold Coast, focusing on IDR and EDR channels to deliver fair, well‑reasoned outcomes for policyholders.

You will assess complex or disputed claims, guide advocates, prepare submissions, and interpret policy wordings and codes of practice to support our advocacy positions.

Qualifications

• Experience in insurance dispute resolution or complaint handling, preferably with IDR/EDR.
• Strong understanding of regulatory guidance and codes of practice.
• Excellent critical thinking and decision‑making skills.

Responsibilities

• Independently assess and oversee complex or disputed claims with fairness.
• Guide advocates in structuring submissions for IDR and EDR processes.
• Prepare persuasive written responses to insurers and dispute bodies.
• Identify systemic issues to inform ClaimsCo’s strategy.
• Apply policy wordings and codes of practice to support advocacy.
• Ensure dispute processes meet regulatory standards.
• Monitor industry developments and contribute to thought leadership.

Skills

Dispute resolution

Analytical thinking

Written communication

Stakeholder liaison

Regulatory knowledge

Ethical judgement

Education

Law degree / legal qualification (advantage)

Job description

Disputes Resolution Specialist – Insurance Complaints

At ClaimsCo, we are a purpose-driven claims advocacy firm dedicated to standing up for everyday policyholders. We help individuals navigate complex insurance processes and challenge unfair claim decisions, ensuring that insurers remain accountable and outcomes are fair, transparent, and consistent with policy terms and industry standards.

As we continue to grow, we are looking for a Disputes Resolution Specialist to join our Claims Advocate Management Team and help shape the way disputes are approached and resolved across IDR and EDR channels. This role is remote, with quarterly travel required to our head office on the Gold Coast.

Key Responsibilities

• Independently assess and oversee complex or disputed claims, with a focus on fairness and strategic resolution
• Guide claims advocates in structuring submissions and engagement strategies for IDR and EDR processes
• Prepare persuasive and well-reasoned written responses to insurers and dispute bodies
• Identify systemic issues and provide feedback that helps inform ClaimsCo’s broader claims strategy
• Interpret and apply policy wordings, case precedents, and codes of practice to support our advocacy positions
• Ensure all dispute processes meet relevant regulatory and compliance standards
• Monitor industry developments and contribute to thought leadership on claim conduct and resolution

What You Bring

• A deep understanding of insurance dispute resolution, complaint handling, or claims decision review in relation to property insurance claims
• 2+ years' experience in dispute management, claims, legal, or regulatory roles ideally with exposure to AFCA or IDR/EDR frameworks
• Strong working knowledge of the General Insurance Code of Practice, Corporations Act obligations, and regulatory guidance (e.g., RG 271)
• Excellent critical thinking, case analysis, and decision‑making skills
• Outstanding written and verbal communication skills, particularly in submissions and stakeholder liaison
• A strong sense of ethics, customer fairness, and professional judgment
• Legal qualifications or experience in dispute resolution including external complaint bodies would be an advantage

What We Offer

• Competitive Compensation – Your experience is valued and rewarded
• Remote Flexibility – Work from anywhere in Australia
• Impact‑Driven Mission – Help shape better insurance outcomes for real people
• Innovative, Agile Culture – Join a dynamic, growing team challenging the status quo
• Growth Opportunities – Expand your influence and leadership within a high‑impact organisation

Make an Impact

If you’re ready to shift from neutral observer to active advocate, this is your opportunity to lead dispute strategy in a company that’s redefining fairness in insurance claims. All applications require a cover letter to be considered.

All applications are strictly confidential.

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