Senior Claims Case Manager — Flexible, Impactful

AIA Hong Kong and Macau; Auckland; Hybrid; NZD 90,000 - 120,000; Full time

Job summary

AIA New Zealand is seeking a Senior Case Manager to lead complex claims within our Claims team in Auckland. You will balance customer outcomes with risk management, building trusted relationships with customers, medical professionals, and stakeholders to deliver tailored rehabilitation plans.

You will apply deep claims knowledge, maintain high standards of accuracy, and drive improvements in the claims journey while supporting sensitive situations with care.

Qualifications

• Extensive experience in insurance, health, or financial services claims.
• Ability to interpret policy terms and apply sound judgement.
• Strong communication with customers and professionals.

Responsibilities

• Deliver timely, accurate decisions on complex claims with customer focus.
• Build trusted relationships with customers and clinicians throughout the claims journey.
• Develop personalised case management and rehabilitation plans for progress toward goals.
• Collaborate with medical providers, financial institutions, and stakeholders to drive outcomes.
• Identify and manage risks, including fraud concerns, to protect process integrity.
• Contribute to continuous improvement initiatives and testing activities.

Skills

Complex claims management

Stakeholder engagement

Policy knowledge

Risk assessment

Empathy

Job description

AIA New Zealand is seeking a Senior Case Manager to lead complex claims within our Claims team in Auckland. You will balance customer outcomes with risk management, building trusted relationships with customers, medical professionals, and stakeholders to deliver tailored rehabilitation plans.

You will apply deep claims knowledge, maintain high standards of accuracy, and drive improvements in the claims journey while supporting sensitive situations with care.