The role:

As our current High Care Senior Motor Claims Consultant, you will be managing a portfolio of end-to-end motor claims for customers experiencing vulnerability and/or a traumatic claim event that present in varying levels of complexity. You will be responsible for delivering an exceptional customer claim experience balanced with the accurate application of policy interpretation and claims decisioning.

This role is based on-site at Kawana Waters.

You will

- Be responsible for end to end management of a portfolio of complex, high value and sensitive claims
- Review 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
- Identify & raise potential risks or compliance issues to Management
- Seek additional information to validate events by reviewing, verifying, and issuing documentation to customer
- 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
- Liaising with internal and external stakeholders across underwriting, assessing, suppliers, complaint and hire car teams to coordinate claim finalisation
- Identify vulnerability experience by the customer and ensure support services offered
- 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





What experience you’ll bring:

- Motor Claims experience essential
- Excellent customer service experience essential
- Experience in insurance with a demonstrated knowledge and application of technical claim management desirable
- Exceptional communication and conflict resolution skills required with the ability to develop strong relationships with stakeholders
- High level of emotional intelligence, able to drive for results, focus on outcomes and well-developed negotiation skills
- Strong understanding of GICOP requirements

Our Perks

- Location - This role will be based in our Kawana Office office.
- Extra leave - Enjoy additional leave days on us! You’ll receive a paid ‘ME’ day and one paid volunteer leave day annually. Team members can also purchase up to two additional weeks of leave per year.
- Paid parental leave - We support our new parents with paid parental leave and other advantages.
- Workplace giving - If you’re passionate about a cause, then we are too – we offer workplace giving and we’ll dollar match your donations to registered charities.
- Development opportunities - We’re championing your development with internal programs and access to a wide range of online courses.




- Employee discounts - You’ll receive discounts on Budget Direct insurance products.
- Reward and recognition - We reward high performance with employee recognition, reward and incentive schemes.
- Onsite facilities - There’s excellent end-of-trip facilities on offer and private spaces for nursing mothers.
- Get social - Join our vibrant social and community activities including annual celebrations, family fun days and regular events across each of our sites.

About us Auto & General (A&G;) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.

Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas and Coles Insurance.

We’re excited about the future and we’re always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia’s best insurer! If this sounds like you, apply today.

Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.

- A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.

📌 High Care Senior Motor Claims Consultant (Sunshine Coast)
🏢 Auto u0026 General Insurance
📍 Sunshine Coast