Senior Claims Consultant

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

Benefits offered by this job

Bonus program

Volunteer days

ME day

Paid parental leave

Additional leave purchase option

Learning & development opportunities

Wellbeing programs and mental health

Job summary

Auto & General is seeking a High Care Senior Motor Claims Consultant based at Kawana on the Sunshine Coast. You will manage end-to-end motor claims for vulnerable customers with varying levels of complexity, ensuring policy interpretation and claims decisions are applied with care.

Join a team focused on delivering exceptional customer experiences while maintaining rigorous risk management, compliance, and collaboration with internal stakeholders across underwriting, repairs, and supplier

Qualifications

• Experience in insurance with knowledge and application of technical claim management.
• Exceptional communication and conflict-resolution skills with ability to build stakeholder relationships.
• High emotional intelligence with results focus and strong negotiation abilities.

Responsibilities

• End-to-end management of complex, high-value, sensitive motor claims.
• Review each claim for acceptance in line with ICA, PDS and prior to dispute resolution or Ombudsman.
• Coordinate repairs and manage the claims lifecycle to deliver timely outcomes.
• Identify and raise potential risks or compliance issues to management.
• Underwrite claims accurately and determine cover; assess duty of care in decision making.
• Liaise with underwriting, assessors, suppliers and related teams to finalise claims.

Skills

Exceptional communication

Conflict resolution

Emotional intelligence

Negotiation skills

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:

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