Are you an experienced insurance professional who enjoys delivering fair, timely outcomes and supporting customers through the claims process?
At Community Broker Network (CBN), we're looking for a Claims Executive to join our General Insurance Claims team and contribute to a high-quality, market-leading claims service.
This role is ideal for someone who is organised, customer-focused, and confident managing a portfolio of claims in a fast-paced environment.
About CBN
Community Broker Network (CBN) empowers our network to create the best insurance outcomes for their clients. We're Australia's largest network of general insurance authorised representatives, supporting over 300 businesses and 1,000 employees nationwide.
Our team provides claims support, market access, technology, education, marketing, HR, and business advice to broker partners across Australia. We're proud to be a Great Place to Work® certified organisation, with a strong focus on collaboration, professionalism, and continuous improvement.
Our values guide how we work every day:
We listen (Understand) | We achieve (Accomplish) | We are one (Together)
Purpose of the Role
The Claims Officer is responsible for managing the initial and ongoing assessment of a portfolio of general insurance claims, ensuring claims are handled fairly, efficiently, and in line with policy, regulatory, and service standards.
Reporting to the Claims Team Leader, you will work closely with customers, brokers, and internal stakeholders to deliver quality claims outcomes and contribute to overall business objectives.
Key Responsibilities
Claims Assessment




Manage a portfolio of claims from lodgement through to settlement
Collect and assess accurate information to progress claims
Monitor claims to ensure service standards and duration targets are met
Make assessment decisions in line with established procedures and guidelines
Ensure all claim payments are authorised and processed in a timely manner
Deliver fair and appropriate settlements for valid claims
Customer Service
Respond to incoming calls and emails in a high-volume environment
Provide clear advice on the claims process and next steps
Handle enquiries within scope or elevate appropriately
Ensure customers are treated fairly and with professionalism at all times
Complaints Handling
Assist with the escalation and response to customer complaints in line with RG 271
Support timely, thorough, and fair Internal Dispute Resolution responses
Identify customers requiring additional support and provide appropriate assistance
Prepare documentation and manage follow-ups as required
Teamwork & Quality
Work collaboratively with team members and stakeholders
Keep management informed of claim progress and emerging issues
Adhere to company policies, procedures, and compliance requirements
Maintain a strong focus on accuracy, quality, and best practice
Skills & Experience




Experience in insurance claims handling or claims administration
Sound knowledge of insurance policies and claims processes
Strong communication and negotiation skills
Customer-focused approach, including managing sensitive or complex matters
Strong organisational and time-management skills
Analytical and problem-solving capability
Ability to work independently while contributing to a team environment
Working knowledge of claims systems and processes
Understanding of RG 271 and complaint handling requirements (desirable)
12 Month Contract, full-time hours, Sydney CBD based office
Office-based Tuesday to Thursday; work from home Monday and Friday (post-training)
Our Awesome Benefits!
Great Place to Work certified 3 years in a row
Hybrid working flexibility: x3 Days in the Office, x2 Days at Home!
Generous yearly well-being allowance
2x Mental health days and birthday leave (on top of annual leave)
Salary continuance benefit
Generous Travel insurance and cyber security insurance discounts
Celebrates personal & skilled achievements
Regular team building functions, events and cultural activities
Other benefits: health & travel insurance, retail stores and more!
On top of that, you'll join a collaborative, approachable and fun culture that lives and breathes its core values and focuses on continuous improvement.
Ready to make your mark?
We encourage applications from results-oriented individuals who are passionate about building strong communities and achieving ambitious goals.
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📌 Claims Executive (Motor/Property) (New South Wales)
🏢 Community Broker Network
📍 New South Wales