Claims Assessor - Life & Trauma

AIA NZ; Auckland; On-site; NZD 65,000 - 90,000; Full time

Job summary

AIA NZ is seeking a Claims Assessor - Life & Trauma in Auckland to support customers through challenging times. You will assess and manage claims with empathy, accuracy, and sound judgement, building trusted relationships with customers, advisers, and medical professionals.

You will contribute to continuous improvement, handle complex information, and help ensure fair outcomes and timely payments while maintaining high quality and compliance in a collaborative Claims team.

Qualifications

• Experience in customer service, administration, claims, or related environments.
• Strong communication and interpersonal skills.
• Sound problem-solving and decision-making abilities.
• Attention to detail and compliance with processes.
• Proficiency using digital systems to manage information and records.
• Experience interpreting medical information or working with risk investigations is a plus.

Responsibilities

• Assess life and trauma claims accurately and efficiently, delivering fair outcomes and timely payments.
• Investigate claim information, identify risks or non-disclosure concerns, and make well-reasoned decisions.
• Build trusted relationships with customers, advisers, and stakeholders for smooth claims management.
• Communicate decisions clearly and compassionately to customers.
• Maintain records, authorise payments, and support claim administration.
• Contribute to continuous improvement of claims processes and customer experience.

Skills

Customer service

Claims processing

Communication

Attention to detail

Digital systems

Decision making

Job description

Your Role with Us

As a Claims Assessor - Life & Trauma, you play a meaningful role in helping customers through some of life’s most challenging moments. Working within a collaborative Claims team, you assess and manage claims with empathy, accuracy, and sound judgement, ensuring customers receive fair and timely outcomes. You build trusted relationships with customers, advisers, medical professionals, and colleagues while navigating complex information and making confident decisions. This is an opportunity to deepen your technical expertise, contribute to continuous improvement initiatives, and grow your career in an environment focused on delivering exceptional service and helping people live Healthier, Longer, Better Lives.

Your Impact

• Assess life and trauma claims accurately and efficiently, delivering fair outcomes and timely payments for customers
• Investigate claim information, identify potential risks or non-disclosure concerns, and make well-reasoned decisions that support policy integrity
• Build trusted relationships with customers, advisers, and stakeholders to enable smooth and effective claims management
• Communicate claim decisions clearly and compassionately, creating positive experiences during important life events
• Maintain accurate records, authorise payments, and manage claim administration to support operational excellence
• Contribute to continuous improvement initiatives, helping enhance claims processes, customer experiences, and team performance

Your Capabilities

• You have experience in customer service, administration, claims, insurance, financial services, healthcare, or a related environment where accuracy and customer care are valued
• You bring strong communication and interpersonal skills, with the ability to explain complex information in a clear, empathetic, and customer-focused way
• You have sound problem-solving and decision‑making skills, enabling you to assess information, manage ambiguity, and achieve balanced outcomes
• You bring strong attention to detail and a commitment to following processes while maintaining high standards of quality and compliance
• You have confidence using digital systems and technology to manage information, maintain records, and support efficient customer service
• You may also have experience interpreting medical information, assessing insurance claims, or working with fraud, risk, or non-disclosure investigations

Your Life at AIA

At AIA, we know your career with us is just beginning, and we’re committed to helping you make it extraordinary. In return for your energy and ambition, you’ll gain access to hands‑on experience, structured development programs, and mentorship from some of the most inspiring leaders in the industry. We offer flexible ways of working, competitive rewards, and a culture that values curiosity and collaboration. Here, you’ll have the chance to learn, grow, and contribute to our mission of helping a billion people live Healthier, Longer, Better Lives by 2030, while shaping a future that matters for you and the communities we serve.

DEIB

Diversity, equity, and inclusion are central to who we are and how we work. We value people from all walks of life and welcome candidates of all backgrounds, identities, and lived experiences, including those with disabilities, additional mental health needs, chronic health conditions, or who are neurodiverse. If you’re excited about this role but don’t meet every requirement, we still encourage you to apply. And if there’s anything we can do to support you during the recruitment process, please contact us at [e-mail].

Recruitment Agencies

Our Talent team does not require any recruitment agency support.