Life Insurance Claims Specialist – Complex & End-to-End

WTW group; Sydney; On-site; AUD 110,000 - 150,000; Full time

Job summary

Willis Towers Watson seeks a Claims Specialist to advocate for clients on life insurance claims, including death, TPD and income protection. The role manages end-to-end claims with insurers, negotiates outcomes on complex cases, and partners with Health & Benefits teams to ensure fair, timely outcomes and strong governance.

The position requires proven claims management experience in Australia, deep policy knowledge, and the ability to work across clients, claimants and insurers with empathy and

Qualifications

• Proven experience in life insurance claims management within Australia.
• Strong knowledge of group life, TPD, salary continuance and trauma claims.
• Comprehensive understanding of policy wording, definitions and coverage.
• Experience negotiating claim outcomes and managing disputed or complex claims.
• Towards ANZIIF or equivalent insurance qualification.

Responsibilities

• Manage a portfolio of group life, TPD and salary continuance claims for allocated clients.
• Act as the key claims advocate between clients, claimants and insurers, ensuring claims are lodged accurately and progressed in a timely manner.
• Review policy wording, definitions and eligibility criteria to assess coverage and advise clients on likely outcomes.
• Negotiate with insurers on behalf of clients to resolve declined, delayed or disputed claims.
• Escalate and manage complex matters, including disputes with insurers and complaints, in line with governance obligations.
• Provide technical support and guidance to Claims Administrators, Account Executives and Client Relationship Managers.
• Communicate claim decisions and outcomes to clients clearly and sensitively.
• Monitor claims through to settlement and confirm benefits are paid.
• Prepare claims experience reports and provide insights on trends and audits.
• Contribute claims expertise to client renewals, market reviews and tenders.
• Maintain accurate and complete claims records in WTW systems.
• Build and maintain strong working relationships with insurer claims teams, clients and internal stakeholders.
• Identify opportunities to improve claims processes and share knowledge.

Skills

Life insurance claims

Claims management

Negotiation

Stakeholder engagement

Regulatory knowledge (AU)

Education

Tertiary qualification / ANZIIF progress

Tools

Microsoft Office

Job description

Willis Towers Watson seeks a Claims Specialist to advocate for clients on life insurance claims, including death, TPD and income protection. The role manages end-to-end claims with insurers, negotiates outcomes on complex cases, and partners with Health & Benefits teams to ensure fair, timely outcomes and strong governance.

The position requires proven claims management experience in Australia, deep policy knowledge, and the ability to work across clients, claimants and insurers with empathy and