Claims Consultant

Initio Insurance; Hamilton; Hybrid; NZD 60,000 - 90,000; Full time

Benefits offered by this job

Life allowance

Training & development

Birthday day off

Yoga sessions

In-office massages quarterly

Central Hamilton office

Job summary

Initio Insurance in Hamilton, NZ, is seeking a claims consultant to guide customers through loss or damage, aiming for fair and fast outcomes. You will manage home, contents, motor, and landlord claims with scale based on experience, across junior to senior roles.

The role offers a flexible, hybrid arrangement with in-office days in Hamilton CBD and optional home days on Wednesdays and Fridays after induction, plus a 37.5‑hour week and ongoing training.

Qualifications

• Clear, empathetic communication on phone and in writing.
• Calm under pressure with good judgement and attention to detail.
• Comfortable working in a digital-first, fast-moving environment.

Responsibilities

• Assist customers with loss or damage claims and secure a fair, fast outcome.
• Own a portfolio of home, contents, motor and landlord claims.
• Liaise with customers, builders, assessors and suppliers by phone and email.
• Use the bespoke claims system to progress claims efficiently.
• Identify opportunities to refine processes and improve customer experience.
• Work closely with the Head of Claims and the wider team to ensure a strong claims experience.

Skills

Communication

Calm under pressure

Digital-first environment

Job description

Jora New Zealand will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

We’re looking for a claims consultant who knows their stuff - or is keen to learn.

Initio is a digital‑first insurer for Kiwi homeowners and landlords. We use smart tools, simple processes, and a modern approach to deliver fast, fair outcomes for our customers.

Whether you’re an experienced claims specialist or early in your claims career, we’re open to the right person. If you’ve got the capability, curiosity, and willingness to take ownership, we can shape the role to match your level.

About the role

As a claims consultant, you’ll help our customers when something goes wrong - guiding them through loss or damage and making sure they get a fair, fast claim outcome. You’ll manage your own portfolio of home, contents, motor and landlord claims, with responsibilities scaled to your experience.

Senior / Specialist:

Take on higher‑complexity claims, hold greater delegation authority, make independent decisions, contribute to system/process improvements, and support others in the team.

Intermediate:

Manage a steady portfolio with increasing autonomy, developing confidence with more complex decisions as you grow.

Junior:

Start with onboarding and close coaching, building up responsibility over time as you gain experience.

Across all levels, you’ll liaise with customers, builders, assessors and suppliers by phone and email, use our bespoke claims system to progress claims efficiently, and help identify ways we can refine our processes and improve the customer experience. You’ll work closely with our Head of Claims and the wider team to ensure our claims experience remains a key reason customers choose - and stay with - initio.

This position is based in our Hamilton CBD office. We are an office‑first company but you can choose to work from home on Wednesdays and Fridays, after an initial induction period.

Hours of work are 37.5 hours per week, 8.30am - 5.00pm, Mon - Fri. No shift or weekend work.

What you bring to the table

For all:

• Clear, empathetic communication — confident on the phone and in writing
• Calm under pressure, with good judgement and attention to detail
• Comfortable working in a digital‑first, fast‑moving environment

For intermediate to senior applicants:

• Strong claims experience in New Zealand (domestic property experience is a bonus)
• Confident policy interpretation and assessment in line with the Fair Insurance Code and other regulations
• Ability to make decisions independently within delegation
• Experience handling more complex or technical claims
• Interest in mentoring or supporting others

For junior applicants:

• Some exposure to claims, insurance, property, construction, customer service, or another relevant field
• Willingness to learn and take feedback
• A genuine interest in progressing within claims

What we’re offering

• Salary based on your experience and capability
• $2,000 life allowance to cover incidentals like CBD parking and mobile phone
• Ongoing training and development
• Birthday day off
• Yoga on Thursdays + quarterly in‑office massages
• Central Hamilton office with coffee, snacks, drinks, table tennis, pool table, and golf sim