Senior Motor Claims Consultant - Technical

Auto & General; Brisbane; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Location Toowong

Bonuses and perks

Volunteer days

ME day

Parental leave

Wellbeing discounts

Job summary

Auto & General (A&G) is seeking a Senior Motor Claims consultant to provide exceptional customer service and manage a portfolio of complex and high value motor claims. You will review claims for acceptance, ensure compliance with ICA and PDS, and support customers through the full claims lifecycle.

Strong investigation and relationship-building skills are essential; knowledge of regulatory motor product processes is valued.

Qualifications

• Motor claims experience essential.
• Investigation experience highly desirable.
• Exceptional customer service skills.

Responsibilities

• End-to-end management of a portfolio of complex motor claims.
• Review referred claims for acceptance in line with ICA, PDS and regulations.
• Manage claims to support customers within entitlements and claim process.
• Seek additional information to validate events and underwrite coverage.
• Accurate reserving, review of claims costs and negotiations with stakeholders.
• Day-1 review of all retained claims and duty of care assessment.
• Liaise with assessing team and suppliers to restore pre-claim condition.
• Identify vulnerable customers and provide support services.

Skills

Motor Claims

Investigation

Customer service

Stakeholder management

Job description

The role

As our Senior Motor Claims consultant, you will be providing exceptional customer service to our clients. Assisting with complex claims, you will be managing a portfolio of complicated and high value motor claims.

You will:

• Have end-to-end management of a portfolio of complex, complicated or unusual motor claims files
• Review each referred claim for acceptance in line with the ICA, PDS and prior to internal dispute resolution or Ombudsman determination ensuring each claim complies with all the applicable regulations related to Motor product and processes
• Manage existing claims to provide support to customers within policy entitlements, organisation of repairs & management throughout the claims life, including making sure customers understand their claim entitlement & the claim process
• Seek additional information to validate events and accurately underwrite claims and make determinations on cover
• Accurate reserving, claims validations, manage claims costs, and negotiate with a variety of internal and external stakeholders
• Perform detailed review of retained claims and complete a Day-1 review of all claims
• Review duty of care application by customer and apply reasonable care assessment as a key part of decision making
• Liaise with assessing team and suppliers to get the customers back into their pre-claim condition
• Identify vulnerability experience by the customer and ensure support services are offered to enable efficient momentum on claims where vulnerability has been identified

Knowledge and Experience

• Motor Claims experience essential
• Investigation experience highly desirable
• Demonstrated insurance claims knowledge
• Exceptional customer service skills
• Ability to develop strong relationships at all levels with both internal and external stakeholders coupled with a high level of emotional intelligence
• Broad ability to drive for results, focus on outcomes and well-developed negotiation skills

The benefits of working at A &G

• Location – This role will be based in our Toowong office.
• 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 & Virgin Money.

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.