Senior Claims Consultant

TAL Australia; Sydney; Hybrid; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive salary + bonus

Annual reviews

Wellbeing benefits

Job summary

TAL Australia is seeking a Senior Claims Consultant to guide and manage a portfolio of life insurance claims with care and efficiency. You will ensure proactive communication with customers and advisers and interpret policy terms to determine eligibility.

Join a leader in Australian life insurance with hybrid work options and a focus on wellbeing, inclusion, and professional growth. Your experience will shape outcomes for clients and partners across complex claims.

Qualifications

• 4–6 years’ experience in Group Life Insurance claims (including TPD/Income Protection).
• Ability to build rapport and empathy with customers during difficult times and deliver proactive, high quality service.
• Comfortable navigating claims systems: Fineos, Genesis, OneNote, Excel.
• Diploma in Life Insurance or equivalent desirable.
• Relevant tertiary qualifications in Business, Commerce, Health or Allied Health desirable.
• Demonstrated analytical and problem-solving skills with attention to detail.
• Advanced time management and prioritisation skills.

Responsibilities

• Manage a portfolio of complex Group Life Insurance claims, balancing customer needs with policy and business requirements.
• Communicate effectively with customers, advisers, and treating practitioners via phone and written correspondence.
• Interpret policy terms, underwriting decisions, and non-disclosure matters to determine claim eligibility.
• Analyse complex financial and medical information to make sound, evidence-based claims decisions.
• Develop and monitor Return to Work (RTW) plans with customers and healthcare providers.
• Lead case conferences and gather critical information on customer conditions and work capacity.
• Collaborate with underwriters, rehab consultants, legal and medical officers, and reinsurers.
• Mentor junior staff and contribute to technical leadership across the claims team.

Skills

Empathy

Rapport building

Communication

Time management

Education

Diploma in Life Insurance

Business/Health Degree

Tools

Fineos

Genesis

Excel

OneNote

Job description

• Competitive Salary + Bonus + Annual Reviews


• Wellbeing Benefits – Mental, Physical & Financial Support


• Enjoy benefits such as discounted insurance, health and well-being programs, and a range of employee benefits to support

Company Description

• Competitive Salary + Bonus + Annual Reviews


• Flexible Work Hours | Hybrid Model


• Wellbeing Benefits – Mental, Physical & Financial Support


• Enjoy benefits such as discounted insurance, health and well-being programs, and a range of employee benefits to support

Welcome to TAL. As a leading life insurer, we’ve been protecting Australians for over 150 years. Backed by Daiichi Life, we're driven by big ambitions and empower to create better products and services.

Together with our Partners, we’re helping millions of Australians live a life filled with choices, options, and freedoms. See the direct impact you make delivering support and financial security with care and expertise. Grow beyond expectations with diverse roles, global connections, and exclusive learning opportunities.

Work with passionate, bright and capable colleagues. Feel inspired by supportive leaders. Collaborate with heart, where flexibility, wellbeing and inclusivity is valued. Together, we're reimagining insurance.

So, bring a curious mind and an ambition to help us become the progressive, digitally enabled leading insurer.

Job Description

As a Senior Claims Consultant, you’ll play a critical role in our Group Claims team, guiding customers through life insurance claims with care, expertise, and efficiency. You will be responsible for the proactive management of a portfolio of Life Insurance Claims in accordance with TAL’s claims philosophy, claims handling procedures, policy terms & conditions and in accordance with the Life Insurance Code of Practice and other legislative and regulatory requirements.

A key focus of this role involves providing a best-in-class customer and client (e.g. advisers, trustees, fund administrators) experience, including regular communication in relation to the status of claims and managing expectations, to deliver on quality health and claim outcomes.

In This Role You Will

• Manage a portfolio of complex Group Life Insurance claims, balancing customer needs with policy and business requirements.


• Communicate effectively with customers, advisers, and treating practitioners via phone and written correspondence.


• Interpret policy terms, underwriting decisions, and non-disclosure matters to determine claim eligibility.


• Analyse complex financial and medical information to make sound, evidence-based claims decisions.


• Develop and monitor Return to Work (RTW) plans in collaboration with customers and healthcare providers.


• Lead case conferences and employ strategies to gather critical information on customer conditions and work capacity.


• Collaborate with internal and external stakeholders, including underwriters, rehab consultants, legal and medical officers, and reinsurers.


• Mentor junior staff and contribute to technical leadership across the claims team.

Qualifications

• At least 4-6 years’ experience in Claims across Group Life Insurance claims with experience in TPD and Income Protection Claims


• Ability to build rapport and empathy with customers during difficult times and a commitment to delivering proactive, high quality customer service.


• Comfortable navigating claims systems (Fineos, Genesis, OneNote, and Excel)


• Diploma or Cert IV in Life Insurance, or equivalent (desirable).


• Relevant tertiary qualifications in Business, Commerce, Health or Allied Health (desirable).


• Demonstrated analytical and problem-solving skills and attention to detail.


• Advanced time management and prioritisation skills.

Additional Information

TAL is one of Australia’s leading life insurers, committed to inclusion, and supporting the career growth of our diverse workforce. We’re proud to be:

• An Inclusive Employer – Recognised as Employer of Choice for Gender Equality by the Workplace Gender Equality Agency and Bronze Tier Status within the Australian Workplace Equality Index


• Diversity Champions – Member of Diversity Council Australia, Australian Disability Network, Pride in Diversity and Champions of Change


• Reconciliation Advocates – Read our Innovate Reconciliation Action Plan.


• We welcome applications from people with diverse experiences, perspectives and backgrounds including Aboriginal and Torres Strait Islander people, caregivers, individuals living with disabilities, people from culturally diverse backgrounds and the LGBTIQ+ community.


• Need adjustments during the recruitment process? Let our team know by getting in touch with us here.—we’re here to support you.

You’realwaysaccountable for your actions. You never give up. You strive to find the best outcomes for customers and partners.Andyou valueworking together to find the best solutions for problems.

As part of the recruitment process, there are several checks which may be conducted to demonstrate your eligibility for a role at TAL including Criminal History, Bankruptcy, Entitlement to Work, Regulatory and Reference Checks.