Motor Claims Advisor

Youi Pty Ltd; City of Brisbane; Hybrid; AUD 55,000 - 76,000; Full time

Benefits offered by this job

Performance-based incentives

Annual salary reviews

Food trucks and team celebrations

Coaching and growth opportunities

Free skin checks

Flu jabs

Wellbeing sessions

Discounted gym access

Discounted Youi insurance

Parking options

Volunteer leave

Job summary

You’ll love this role if you enjoy helping people and want to learn how the claims side of insurance actually works. In Motor Claims you are the first point of call for customers after an accident—talking through what happened, arranging repairs or hire cars and guiding them through what happens next so things stay on track.

Every claim is different, and you’ll learn on the job with structured training, coaching and support from your team.

Responsibilities

• Take ownership of claims from lodgement to resolution
• Be the main contact for customers, repairers, and assessors
• Manage a portfolio of claims through workflow queues and daily priorities
• Review policy details and evidence to make fair, accurate decisions within guidelines
• Approve repairs, arrange hire cars, pay invoices, follow up quotes, and respond to customer updates
• Keep detailed and accurate notes for compliance and clarity
• Explain decisions clearly to customers
• Guide customers through next steps as claims progress

Skills

Empathy

Communication

Attention to detail

Customer service

Job description

You’ll love this role if you enjoy helping people and want to learn how the claims side of insurance actually works.

In Motor Claims, you are the first point of call for our customers following an accident. You’ll talk with our customers about what happened, organise repairs or hire cars and guide them through what needs to happen next so things stay on track.

Every claim is a little different, which is where the learning happens. And if you’ve never worked in insurance before, that’s completely fine. We’ll teach you through structured training, coaching and support from your team as you learn on the job.

What you’ll be doing

• A full-time role in-office at Chermside
• Take ownership of claims from the start, from lodgement to resolution
• Be the main point of contact for customers, repairers, and assessors, keeping everyone updated and on track
• Manage a portfolio of claims at different stages, working through structured workflow queues and daily priorities
• Review policy details and evidence to make fair, accurate decisions within guidelines
• Approve repairs, arrange hire cars, pay invoices, follow up quotes, and respond to customer updates
• Keep detailed and accurate notes so every claim is clear and compliant
• Handle calls from customers who may be stressed, explaining what happens next and guiding the claim forward
• Build strong knowledge of repairs, assessments and how claims progress from start to finish

What great looks like

• Claim details and notes are accurate and complete the first time
• Able to explain decisions clearly so customers understand why
• Customers finish calls clear about what happens next
• Workload stays organised and claims keep moving without unnecessary delays
• Balance empathy with fair and consistent decision making
• Follow compliance, privacy, and risk requirements properly every time
• Stay calm and professional, even when conversations are emotional

If you can see yourself growing into this, you’ll likely love it here.

What you’ll get

• Clear pay and incentives - Performance-based incentives, plus annual salary reviews
• 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.