Investigator

Youi Insurance; Brisbane; Sur place; AUD 75 000 - 95 000; Plein temps

Avantages offerts par ce poste

Free skin checks

Flu jabs

Wellbeing sessions

Discounted gym access

Discounted Youi insurance

Parking options available

Résumé du poste

Youi Insurance in Brisbane offers a Claims Investigator role based in-office at Chermside, with a 9-day fortnightly roster. You will triage claims, conduct thorough investigations, gather statements, and present findings at the Claims Forum to guide fair outcomes and policy-compliant decisions.

The role emphasizes empathy, transparent decision-making, and balancing customer and company interests, along with ongoing professional growth within a supportive team.

Qualifications

• Experience in conducting interviews and obtaining statements.
• Strong presentation skills for sharing findings at forums.
• Knowledge of Part 15 - Claims Investigations Standards of the General Insurance Code of Practice.
• Strong problem-solving abilities and analytical thinking.
• Empathy and effective communication with customers.
• Negotiation skills to gather information and resolve disputes.
• Logical thinking to analyze evidence and draw conclusions.
• Results-driven focus balancing customer and business needs.

Responsabilités

• Triage claims to determine necessity of investigations and initial claim understanding.
• Conduct investigations across various risks, gather evidence and statements, analyze documentation and policy terms.
• Present findings at the internal Claims Forum with insights, analysis and recommendations.
• Make informed decisions on claim validity, coverage eligibility, and potential actions in line with policies.

Connaissances

Interviewing & statements

Presentation skills

Insurance claims investigations

Empathy & customer communication

Analytical thinking

Negotiation skills

Problem solving

Code of Practice Part 15 knowledge

Fairness & transparency

Description du poste

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'll likely love it 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
• Parking options available

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.