Insurance Claims Officer

- Support the administration and coordination of Council’s general insurance claims, ensuring matters are managed accurately, efficiently and professionally.

- Full time opportunity with flexible working, rostered days off and access to Fitness Passport.

- Salary from $78,540.70 - $ 91,277.04 per annum plus 12% Superannuation.

Make a Difference Where You Work

Willoughby City Council is seeking an organized and customer-focused Insurance Claims Officer to support the administration and coordination of Council’s general insurance claims.

In this role, you’ll be a key point of contact for claimants, community members, internal stakeholders, insurers and brokers. You’ll coordinate claims documentation, maintain accurate records, follow up outstanding information and support the timely processing of claims, payments and recoveries.

Working closely with the Insurance Team Leader, you’ll help ensure claims are handled with professionalism, confidentiality and attention to detail while contributing to continuous improvements in Council’s insurance processes.

Why Join Us?

Make a Meaningful Difference: Help manage insurance matters that affect Council, its assets and the wider community through responsive and professional claims support.

Work Collaboratively: Build relationships with internal teams, claimants, insurers, brokers and external stakeholders to ensure claims progress efficiently.

Develop your Expertise: Gain exposure to a range of general insurance matters while contributing to improved processes, reporting and service delivery.

About the Role

As the Insurance Claims Officer, you will:

- Provide end-to-end administrative and coordination support for Council’s general insurance claims, excluding workers’ compensation.

- Receive, triage, acknowledge, register and maintain incoming claims and insurance-related enquiries across insurer, third-party and internal systems.

- Collate and review claims documentation, including incident reports, photographs, CCTV requests, repair quotes, invoices, correspondence and staff statements.

- Support claims relating to public liability, property, motor vehicle and fleet, professional indemnity, asset damage and recoveries.

- Liaise professionally with claimants,



community members, internal teams, insurers, brokers, assessors and other external stakeholders.

- Request missing information, coordinate follow-ups and monitor outstanding actions to ensure claims progress within agreed timeframes.

- Coordinate claims processing, including payments, invoices, excesses and recoveries in accordance with relevant approvals and financial processes.

- Maintain accurate file notes, claims registers and records in line with Council’s records management, privacy and confidentiality requirements.

- Assist with certificates of currency, insurance documentation and routine insurance enquiries under the guidance of the Insurance Team Leader.

- Prepare routine claims reports, registers, status updates and data extracts to support claims monitoring and reporting.

- Identify and escalate complex, sensitive, high-risk, delayed, disputed or potentially litigated claims to the Insurance Team Leader.

- Contribute to process improvements, templates and guidance material to strengthen the efficiency and consistency of Council’s claims handling.

What You’ll Bring

- Relevant tertiary qualifications and/or demonstrated experience in insurance, claims administration, customer service, business administration or a related field.

- Experience in claims administration, insurance support, legal administration, customer service or business administration within a complex service environment.

- Understanding of general insurance claims processes, particularly public liability, property, motor vehicle/fleet or asset damage claims, or willingness to develop this knowledge quickly.

- High level of accuracy in data entry, document management, file notes, evidence collation and records management.

- Proficiency in Microsoft Office, particularly Word, Excel and Outlook, with confidence using business and records management systems.





- Well-developed written and verbal communication skills, including the ability to request and clarify information professionally and maintain accurate, defensible records.

- Strong organisational and time management skills, with the ability to manage competing priorities, high volumes of correspondence and deadlines.

- Ability to work collaboratively as part of a team while delivering a responsive, customer-focused service.

- Sound judgement, discretion and the ability to maintain confidentiality when handling sensitive or potentially disputed matters.

- Ability to identify issues that may affect claims progress, service delivery or Council’s risk exposure and escalate appropriately.

How to apply

Visit https://www.willoughby.nsw.gov.au/Council/Working-with-us/Careers to apply or learn more including all about the range of benefits on offer at Willoughby.

For more information, contact: Dominique Andrews, Insurance Lead at *@Willoughby.nsw.gov.au or on +61 2 9777 7539.

Applications should address all the key responsibilities outlined in the Position Description. The Position Description (PD) is located in the Job Attachments section of the job listing.

The successful candidate will be subject to relevant and ongoing police, qualification and probity checks as determined by Council.

Applications close: Sunday, 29 November 2026 at 11:30pm

Please note recruitment activity may commence before the closing date.

At Willoughby City Council, inclusion, diversity and belonging are core to how we work and how we recruit. We are committed to building a workplace that reflects the diversity of our community – one where everyone feels respected, valued and supported to contribute fully. We welcome applications from people of all backgrounds, abilities and identities – including Aboriginal and Torres Strait Islander peoples, people with disability, culturally and linguistically diverse individuals, LGBTIQA+ communities, veterans, and people of all ages.

If you require adjustments during the recruitment process, we encourage you to let us know. We are committed to ensuring an accessible, inclusive and barrier-free experience for every candidate.

📌 Insurance Claims Officer (Sydney)
🏢 Willoughby City Council
📍 Sydney