Claims Consultant

Aioi Nissay Dowa NZ; Auckland; On-site; NZD 65,000 - 90,000; Full time

Job summary

Aioi Nissay Dowa NZ is seeking a Claims Consultant for a full-time, on-site role in Auckland. You will manage insurance claims from lodgment to resolution, ensuring fair, timely outcomes for customers and maintaining accurate records in claims systems.

You will assess coverage, communicate with policyholders and third parties, negotiate settlements where appropriate, escalate complex cases, and help continuously improve claims processes while upholding regulatory requirements and a professional,

Qualifications

• Experience in claims handling, insurance, or related financial services with strong analytical abilities.
• Clear communication with diverse stakeholders and good customer service.
• Strong administrative skills with careful documentation and data management.
• Familiarity with claims management systems and office software.
• Knowledge of insurance principles and NZ regulations.
• Ability to work independently and in a team in a fast-paced setting.
• Relevant qualifications in insurance, business or finance are advantageous but not required.
• Commitment to ethical conduct and confidentiality.

Responsibilities

• Manage insurance claims from lodgment through to resolution.
• Assess claim documentation and communicate with policyholders and third parties.
• Coordinate with internal teams and maintain clear records in claims systems.
• Review policy coverage and provide guidance; negotiate settlements when appropriate.
• Escalate complex cases and contribute to claims process improvements.
• Support compliance with internal policies and regulatory requirements.
• Deliver a professional, empathetic service experience.

Skills

Claims handling

Customer service

Attention to detail

Claims software

Insurance knowledge

Regulatory awareness

Teamwork

Ethical conduct

Education

Insurance qualification (advantageous)

Tools

Claims management systems

Microsoft Office

Job description

Company Description

Aioi Nissay Dowa NZ is part of the global MS&AD group, providing insurance solutions that give customers confidence and peace of mind. The company is committed to supporting individuals and businesses across the New Zealand region with reliable protection and responsive service. Aioi Nissay Dowa NZ focuses on helping customers recover quickly from unexpected events so they can return to their everyday lives. Team members contribute to a customer-centered culture that values integrity, efficiency, and clear communication.

Role Description

The Claims Consultant is a full-time, on-site role based in Auckland. This position is responsible for managing insurance claims from lodgment through to resolution, ensuring a fair, timely, and accurate outcome for customers. Day‑to‑day tasks include assessing claim documentation, communicating with policyholders and third parties, coordinating with internal teams, and maintaining clear records in claims systems. The Claims Consultant will review policy coverage, provide guidance to customers, negotiate settlements where appropriate, and **escalate** complex cases as needed. The role also involves contributing to continuous improvement of claims processes, supporting compliance with internal policies and regulatory requirements, and delivering a professional, empathetic service experience.

Qualifications

• Experience in claims handling, insurance, or a related financial services environment, with strong analytical and decision‑making abilities.
• Proficiency in customer service and relationship management, including clear, respectful communication with diverse stakeholders.
• Strong administrative and organizational skills, with attention to detail and accuracy when managing documentation and data.
• Comfort with using claims management systems, general office software, and digital tools to track and process claims.
• Knowledge of insurance principles, policy wording, and relevant New Zealand regulations, or willingness to learn quickly.
• Ability to work both independently and collaboratively within a team, managing competing priorities in a fast‑paced environment.
• Relevant qualifications in insurance, business, finance, or a related field are advantageous but not strictly required.
• Demonstrated commitment to ethical conduct, confidentiality, and delivering a fair and inclusive customer experience.