We are seeking a dedicated and compassionate Care Case Manager to manage low-touch long-term income protection claims. The ideal candidate will be responsible for overseeing customer contacts, payments/case management, ensuring that customers on long term perks receive the support they need while maintaining compliance with company policies and regulations. We will consider applicants from insurance customer experience, workers' compensation or similar roles as well as Life Insurance or Superannuation administration roles or allied health background.

Key Responsibilities

- Manage and oversee a large portfolio of low-touch long-term income protection claims.
- Maintain regular contact with customers with long term illness/terminal illness
- Accurate payments and case management ensuring compliance with company policies and the Life Insurance Code of Practice.
- Answer calls and manage telephone enquiries.
- Collaborate with case managers/senior case manager and claims leaders




- Monitor the progress of claims and make necessary adjustments to care plans as needed.
- Maintain detailed and accurate records of all interactions and documentation related to claims and strong portfolio hygiene.
- Provide exceptional customer service and support to clients throughout the claims process.
- Maintain all relevant claims metrics includes regulatory and service levels.

Qualifications and experience

- Experience managing life insurance claims or workers' compensation/CTP or similar; can include allied health background, Superannuation/ insurance administration experience as well as insurance customer service
- Minimum 2-3 years experience managing life insurance claims or workers' compensation/CTP or similar; can include allied health background, Superannuation/ insurance administration experience as well as insurance customer service
- Working knowledge of legislation, p

📌 Claims Care Case Manager (City of Sydney)
🏢 MetLife
📍 City of Sydney