Assessing Support

Tower; Auckland; Hybrid; NZD 70,000 - 95,000; Full time

Benefits offered by this job

26 weeks parental leave

Birthday day off

22 days annual leave + buy up to 8

Wellness leave

Career growth

Flexible working

Discounts on Tower products

Free life insurance

Job summary

Tower in Auckland is seeking a customer-focused claims liaison to support the repair journey from assessment to completion. You will be the key link between customers, assessors, repairers, and claims teams, keeping everyone aligned and informed throughout the repair process.

The role emphasizes proactive timelines, cost-aware decision making, and delivering simple, stress-free experiences for customers. A background in house insurance, claims management, and policy knowledge will help you

Qualifications

• Three years’ experience in the Insurance or Financial Services Industry, particularly in Assessing and/or Claims management.

Responsibilities

• Be the key link between customers, assessors, repairers, and claims teams, keeping everyone aligned and customers informed throughout the repair journey.
• Monitor assessments and repairs from start to finish, proactively resolving roadblocks to ensure work is completed efficiently, accurately, and on time.
• Deliver exceptional customer experiences through regular communication, problem-solving, and a genuine commitment to making the process as simple and stress-free as possible.

Skills

Assessing & Claims

Claims management

Policy knowledge

Customer service

Job description

Why Tower?

As a proud Kiwi born and bred insurer, we pride ourselves in challenging status quo - and move fast to make things happen. We're here to create beautifully simple, rewarding experiences for our customers and communities, and we're working hard to protect the future of Aotearoa.

At its heart, insurance is about helping people through the unexpected. Doing what's right for our customers - especially in tough times - gives real purpose to our work.

A Day in the Life

No two days are quite the same in this role. You'll be at the heart of the customer journey, ensuring repairs are progressing smoothly and customers feel supported every step of the way.

You will:

• Be the key link between customers, assessors, repairers, and claims teams, keeping everyone aligned and customers informed throughout the repair journey.
• Monitor assessments and repairs from start to finish, proactively resolving roadblocks to ensure work is completed efficiently, accurately, and on time.
• Deliver exceptional customer experiences through regular communication, problem-solving, and a genuine commitment to making the process as simple and stress-free as possible.

In your first 6-12 months, success will look like:

• Building trusted relationships with customers, assessors, and partner builders, delivering a seamless claims experience while maintaining high levels of customer satisfaction.
• Proactively managing assessment and repair timelines, ensuring claims progress efficiently, turnaround times are met, and outstanding quotes, invoices, and queries are actioned promptly.
• Developing strong technical knowledge of the assessment and repair process, confidently managing scope, costs, invoices, and complex queries to achieve quality and cost-effective claim outcomes.

To thrive in this role, you'll need:

• Knowledge of house insurance policy response related to repair and assessment
• 3 years’ experience in the Insurance or Financial Services Industry particularly in Assessing and or Claims management preferred
• Knowledge of house repair an advantage
• Claims insurance knowledge
• An understanding of repair strategy and how it is influenced by policy
• Experience managing claims workflows, supplier relationships, reporting, and administration while maintaining quality outcomes and delivering against service standards.
• Strong understanding of assessing and loss adjusting principles, with the ability to manage invoices within delegated authority, prioritise workloads, and achieve timely claim resolutions.

We invest in you.

We're serious about looking after our people. Along with a competitive salary, we offer a bunch of perks and benefits to support you and celebrate the work you do:

• 26 weeks of paid parental leave for the primary carer and 4 weeks for partners
• A paid day off on your birthday
• 22 days annual leave, plus two extra annual leave days and the option to buy up to eight more
• Wellness leave
• Career growth and internal progression opportunities
• Flexible working and a beautiful, modern office in Auckland
• Discounts on Tower insurance products
• Free life insurance