The role: As our new 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.

Brief Description The role: As our new 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 in office 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

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 benefits.





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!

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

#J-18808-Ljbffr

📌 High Care Senior Motor Claims Consultant (Brisbane)
🏢 Auto & General Australia
📍 Brisbane