Senior Motor Claims Specialist – High-Care & Complex

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

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.