Senior Claims Consultant

Auto & General; Rockhampton Regional; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Location Kawana

Bonuses & perks

Volunteer days

ME day

Parental leave

Professional development

Community volunteering

Wellbeing support

On-site events

Discounts

Job summary

Auto & General is seeking a High Care Senior Motor Claims Consultant to manage a portfolio of end-to-end motor claims for vulnerable customers and traumatic events. You will apply policy interpretation and claims decisioning, while maintaining exceptional service levels and compliant handling of complex, high-value cases.

You will collaborate with underwriting, assessors, suppliers and hire car teams, ensuring accurate cover determinations and strong stakeholder relationships.

Qualifications

• Motor claims experience essential.
• Excellent customer service experience essential.
• Insurance experience with technical claim management desirable.
• Exceptional communication and conflict resolution skills with stakeholders.
• High level of emotional intelligence and negotiation skills.
• Strong understanding of GICOP requirements.

Responsibilities

• End-to-end management of complex, high-value and sensitive motor claims.
• Review each referred claim for acceptance in line with ICA, PDS and prior to dispute resolution.
• Manage existing claims and coordinate repairs and lifecycle.
• Identify and raise potential risks or compliance issues to Management.
• Seek additional information to validate events and issue documentation to customer.
• Accurately underwrite claims and determine cover.
• Review duty of care application in decision making.
• Coordinate with underwriting, assessors, suppliers, complaint and hire car teams.
• Identify vulnerability experience and offer support services.
• Be proactive in supporting the team and work independently.
• Take ownership of learning and be open to feedback.

Skills

Motor claims

Customer service

Insurance knowledge

Communication

Emotional intelligence

GICOP knowledge

Job description

The role:

As our new High Care Senior Motor Claims Consultant, you will be managing a portfolio of end-to-end motor claims for customers experiencing vulnerability and/or a traumatic claim event that present in varying levels of complexity. You will be responsible for delivering an exceptional customer claim experience balanced with the accurate application of policy interpretation and claims decisioning.

You will:

• Be responsible for end to end management of a portfolio of complex, high value and sensitive claims
• Review each referred claim for acceptance in line with the ICA, PDS and prior to internal dispute resolution or Ombudsman determination
• Manage existing claims to provide support to customers within policy entitlements, organisation of repairs & management throughout the claims life
• Identify & raise potential risks or compliance issues to Management
• Seek additional information to validate events by reviewing, verifying, and issuing documentation to customer
• Accurately underwrite claims and make determinations on cover
• Review duty of care application by customer and apply reasonable care assessment as a key part of decision making
• Liaising with internal and external stakeholders across underwriting, assessing, suppliers, complaint and hire car teams to coordinate claim finalisation
• Identify vulnerability experience by the customer and ensure support services offered
• Be pro-active in supporting your team whilst also working independently
• Take ownership of their learning and be open to feedback, be solution focused and enjoy new challenges

What experience you'll bring:

• Motor Claims experience essential
• Excellent customer service experience essential
• Experience in insurance with a demonstrated knowledge and application of technical claim management desirable
• Exceptional communication and conflict resolution skills required with the ability to develop strong relationships with stakeholders
• High level of emotional intelligence, able to drive for results, focus on outcomes and well-developed negotiation skills
• Strong understanding of GICOP requirements

Our perks:

• Location – Kawana - This role is based at our Kawana office. Housed on the sunny coast and close to local retail, restaurants and other amenities, we enjoy views across Kawana Lake and we’re only five minutes from the closest beach. If you love the water and coastal life, this is the perfect place for you.
• Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks.
• Options for leave - life happens, so we’ve got volunteer days, an additional paid 'ME' day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.
• Grow with us - we’ve got learning and professional development opportunities to suit everyone.
• Give back - our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you’re passionate about.
• Take care of yourself - your wellbeing is important to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be your best self.
• Celebrate the wins - we love sharing our successes and celebrating together - join us and you’ve got a ticket to our many on-site events throughout the year, family fun days and annual celebrations.
• Save money - as well as discounts on insurance products, we’ve teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.

About us

Auto & General (A&G) is the fastest growing major Motor and Home insurer in Australia. We provide insurance products and solutions to safeguard a brighter future for our customers, delivered through our multi award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas and Coles.

Our range of general insurance products protect customer’s most valued possessions on the road, at home and on holiday with various Car, Motorcycle, Home, Contents, Pet and Travel Insurance products as well as Roadside Assistance.

Our culture of 'high performance with high integrity' underpins our values and the way we interact with our customers, the community and each other. We’re excited about the future and we’re always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia’s best insurer!

Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.

A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.