Motor Claims Advisor

Youi Insurance; Sunshine Coast Regional; On-site; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Performance-based incentives

Annual salary reviews

Volunteer leave

Wellbeing sessions

Job summary

Youi Insurance in Australia is seeking a frontline Claims Advisor to guide customers through car, caravan and boat claims from lodging to resolution.

The role emphasizes staying calm under pressure, asking clear questions and providing practical guidance to move claims forward with empathy. Paid training and strong support from leaders help you grow within claims, leadership and other areas of the business.

Qualifications

• No prior insurance experience required; paid training provided.
• Ability to stay calm and empathic when customers are stressed.
• Strong communication and decision-making skills to guide customers.

Responsibilities

• Take ownership of claims from lodging to resolution.
• Be the main point of contact for customers, repairers and assessors.
• Manage a portfolio of claims with structured workflow and daily priorities.
• Review policy details and evidence to make fair, compliant decisions.
• Approve repairs, arrange hire cars and pay invoices as needed.
• Keep detailed notes to ensure clarity and compliance.
• Explain next steps clearly to customers and guide the claim forward.
• Build knowledge of repairs and how claims progress from start to finish.

Skills

Calm under pressure

Empathy

Customer service

Problem-solving

Decision-making

Communication

Job description

You'll love this role if you're the person people turn to when something goes wrong. You stay calm under pressure, ask good questions and get genuine satisfaction from helping people move forward when they need support most.

When customers contact us after damage, theft or an accident, they’re looking for guidance on what happens next. That’s where you come in.

As a Claims Advisor you'll manage claims involving cars, caravans, boats and other leisure vehicles from start to finish. You'll gather information, explain next steps, organise repairs or replacement options, and help customers navigate what can be a stressful situation.

Some claims are straightforward while others require you to investigate details, weigh up information and make decisions when the answer isn't immediately obvious. Customers aren't always having a great day when they call, so you'll need patience, empathy and a calm approach.

You don't need insurance experience to get started. Through paid training, coaching and support from experienced leaders and teammates, you'll learn how to assess information, make decisions and guide customers through complex situations. Along the way, you'll build skills in problem‑solving, decision‑making and customer communication that can open doors across claims, leadership and other areas of the business. Many leaders across Youi started in frontline customer roles.

Most importantly, you'll finish each day knowing you've helped someone move forward when they needed support most.

What You’ll Be Doing

• A full-time role in-office at Sippy Downs
• Take ownership of claims, right from lodging the claim and managing through 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

Ready?

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.

Testimonial

"Some of the conversations are tough, but helping a customer move forward when they're having a difficult day is what makes this role so rewarding."

• Hayden, 2 years at Youi