9 Sherwood Road, Toowong, QLD, 4066, Australia

Job Category

Employee Type

Permanent (PERM)

0Secondary Hiring Leader - Mari Louise Anderson

- Investigation experience highly desirable
- Demonstrated insurance claims knowledge
- Ability to develop strong relationships at all levels with both internal and external stakeholders coupled with a high level of emotional intelligence.
- Broad ability to drive for results, focus on outcomes and well-developed negotiation skills.

You will be responsible for.

- Managing a portfolio of complicated or unusual motor claims files.
- End to end management of a portfolio of complex, high value and sensitive claims.
- Reviewing each referred claim for acceptance in line with the ICA, PDS and prior to internal dispute resolution or Ombudsman determination.
- Manage existing claims to provide support to customers within policy entitlements, organisation of repairs & management throughout the claims life.
- Accurate reserving, claims validations, manage claims costs, and negotiate with a variety of stakeholders.
- Identifying and raising potential risks or compliance issues to Management
- Perform detailed review of retained claims and complete a Day-1 review of all claims.
- Stay up to date on regulatory changed in the insurance industry that is relevant.
- Engaging with customers on the phone and via email.
- Reviewing, verifying, and issuing documentation to customer.
- Relationship with the customer through claims processing, claims service and compensation service.
- Build and maintain relationships with internal and external stakeholders such as forensic experts, underwriters, and customer dispute resolution team.
- Seek additional information to validate events.




- Accurately underwrite claims and make determinations on cover.
- Review duty of care application by customer and apply reasonable care assessment as a key part of decision making.
- Liaise with assessing team and suppliers to get the customers back into their pre-claim condition.
- Constantly manage claims towards finalisation.
- Liaising with external stakeholders to coordinate claim finalisation.
- Communicate processes and next steps clearly verbally and/or in writing to customer.
- Make sure customer understand their claim entitlement and the claim process.
- Identify vulnerability experience by the customer and ensure support services offered.
- Effectively listen and understand the needs of the customer and what is important to them to enable productive momentum on claims where vulnerability have been identified.
- If required recommend to Team leader to amend BAU process to accommodate vulnerability.
- If required initiate fast-track claim process.
- Provide great customer service whilst remaining rational and emotionally impartial to the outcome.
- Demonstrating excellent motor claimsprocessing skills and experience to benefit the customer and the Technical Motor claimsteam.
- Complies with all applicable regulations related to the Motor product and Technical Motor claims processes.
- Responsible to communicate with customers and other stake holders on claim related matters.
- Be pro-active in supporting your team whilst also working independently.
- Take ownership of their learning and be open to feedback, be solution focused and enjoy new challenges.
- Assist TMC Team Leader and/or Head of Fraud & Claims investigations with additional projects or tasks where required.

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📌 Senior Motor Claims Consultant - Technical (Queensland)
🏢 Auto & General
📍 Queensland