Claims Triage Consultant

Medical Assurance Society NZ; Wellington; On-site; NZD 50,000 - 65,000; Full time

Job summary

Medical Assurance Society NZ is seeking a Claims Triage Consultant to support our General Insurance Claims team in a 12-month fixed-term role. Based in Wellington or Auckland, you’ll help Members understand the lodgement process and determine the best settlement pathways.

You’ll join a collaborative team, handle calls and online inquiries, and work in an environment that values empathy, accuracy and timely decisions while training in-office before regular on-site work.

Qualifications

• At least one year of experience in an administrative or phone-based customer service role.
• Strong written and verbal communication skills.
• Ability to review policy information and determine settlement pathways.
• Proactive, empathetic approach to member service and problem-solving.
• Attention to detail and ability to prioritise workload.

Responsibilities

• Respond to general insurance claims received online and by phone.
• Support Members with empathy and clear communication.
• Review policy information to determine the appropriate pathway for each claim.
• Maintain accurate claim records and instructions.
• Authorise claim payments within delegated authority.
• Liaise with assessors, repairers and service providers.
• Escalate claims when additional support or approvals are required.
• Collaborate with the wider Claims team to deliver positive outcomes.

Skills

Customer service

Empathy

Phone manner

Communication

Record keeping

Decision making

Job description

Medical Assurance Society NZ – Wellington Central, North Island

We're looking for a Claims Triage Consultant to join our General Insurance Claims team on a 12-month fixed term basis.

Based in either our Wellington or Auckland offices, this is a great opportunity for someone who enjoys helping people, solving problems and delivering a genuinely supportive Member experience.

Make a difference for our Members when they need us most

As one of the first points of contact for Members making a general insurance claim, you'll provide empathetic and personalised support, helping Members understand the lodgement process, next steps and available settlement pathways. You'll also appoint and work with relevant service providers to help ensure each claim progresses smoothly.

What you'll be doing

• Respond to general insurance claims received online and by phone
• Support Members with empathy, professionalism and clear communication
• Review policy information and help determine the appropriate pathway for each claim
• Maintain complete and accurate claim records and instructions
• Authorise claim payments within your delegated authority
• Appoint and liaise with assessors, repairers and other service providers
• Negotiate and determine settlements within your authority
• Escalate claims promptly when additional support or approval is required
• Work collaboratively across the wider Claims team to deliver positive outcomes for our Members

Hours and office expectations

The team's shifts operate between 8am and 5.30pm.

The Claims Triage Consultants team work on a set shift roster so your working hours will start at 9.30am and finish at 5.30pm daily.

To help you build the knowledge, confidence and connections needed for the role, the initial training period will be full time in the office until you are fully trained.

Following training, this continues to be a role where you'll be expected to work in the office more often than not, supporting close collaboration with the team and the needs of our Members.

What you'll bring

You’ll be someone who builds relationships easily and brings patience, empathy and a people‑focused approach to every interaction. You’ll also be comfortable working in a busy environment where attention to detail, resilience and good judgement are important.

Ideally, you’ll bring:

• At least one year's experience in an administrative or phone‑based customer service role
• A confident and professional phone manner
• Strong written and verbal communication skills
• Good active listening and problem‑solving skills
• The ability to learn new systems quickly
• Experience negotiating resolutions or working through complex customer situations
• Strong organisation skills and the ability to prioritise your workload
• A collaborative and adaptable approach
• Previous insurance or claims experience, although this is not essential

About MAS

We'rea NewZealandownedinsurance and investment company with a difference. As a mutual,we'reowned by ourMembersand make meaningful contributions to our community through our charitable foundation.

At MAS,you'll join a team that’s:

• Motivated to make a difference
• Focused on deliveringhighqualityoutcomes for ourMembers
• Guided by our values: Make a difference,Init together andOwnit, do it
• Supportive,inclusiveand committed to helping each other succeed
• Looked after with a range of benefits includingHealth and Life insurance, Income Protection Insuranceand 6% KiwiSaver