Senior Claims Case Manager - Complex, Customer-Focused

AIA NZ; Auckland; On-site; NZD 90,000 - 120,000; Full time

Benefits offered by this job

Flexible work options

Competitive rewards

Continuous learning programs

Job summary

AIA NZ is seeking a Senior Case Manager to guide customers through complex claims with empathy, expertise, and care. In the Claims team you balance customer outcomes with policy interpretation and risk management, building trusted relationships with customers, medical professionals, and other stakeholders.

You will develop personalised case management and rehabilitation plans, make timely decisions, and contribute to improvements that enhance customer experiences and team performance.

Qualifications

• Extensive experience managing complex claims in insurance, health, or financial services.
• Strong stakeholder engagement and communication skills.
• Advanced claims assessment and policy interpretation abilities.
• Empathy and customer-first mindset for sensitive situations.
• Attention to detail with strong risk management and compliance.
• Experience with high-risk, disputed, or high-value claims is a plus.

Responsibilities

• Deliver timely, accurate decisions on complex claims with sound judgement and policy interpretation.
• Build trusted relationships with customers through regular contact and clear communication.
• Develop and implement personalised case management and rehabilitation plans.
• Collaborate with medical providers, financial institutions, and other stakeholders to inform outcomes.
• Identify and manage risks, investigate potential fraud, and engage specialists as needed.
• Contribute to continuous improvement initiatives and testing to enhance operations.

Skills

Complex claims management

Stakeholder management

Claims assessment

Empathy

Attention to detail

High-value/ disputed claims

Job description

AIA NZ is seeking a Senior Case Manager to guide customers through complex claims with empathy, expertise, and care. In the Claims team you balance customer outcomes with policy interpretation and risk management, building trusted relationships with customers, medical professionals, and other stakeholders.

You will develop personalised case management and rehabilitation plans, make timely decisions, and contribute to improvements that enhance customer experiences and team performance.