High Care Senior Motor Claims Consultant

High Care Senior Motor Claims Consultant – Auto & General Australia

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.

• Be responsible for end to end management of a portfolio of complex, high value and sensitive motor 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

• Motor Claims experience preferred
• 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

• Location – Kawana. Based at our Kawana office, close to local amenities with views over Kawana Lake and near the coast.
• Be rewarded - recognition of high performance through bonuses and other perks.
• Leave options - volunteer days, additional paid 'ME' day, paid parental leave and the option to purchase additional leave.
• Grow with us - learning and professional development opportunities.
• Give back - A&G Difference program for volunteering, fundraising and donations.
• Take care of yourself - wellbeing and mental-health support, and fitness discounts.
• Celebrate the wins - onsite events, family fun days and annual celebrations.
• Access to rewards platform with exclusive discounts and recognition programs.

Auto & General (A&G) is the fastest growing major Motor and Home insurer in Australia. We provide insurance products and solutions to safeguard a brighter future for our customers, delivered through Budget Direct and partnerships with ING, Qantas and Virgin Money. Our range covers Car, Motorcycle, Home, Contents, Pet and Travel Insurance, plus Roadside Assistance. We value high performance with high integrity and are always looking for talented, passionate individuals.

If you are seeking a new challenge and would enjoy the opportunity to work in a growing and changing business, click on the APPLY NOW button and submit your application. Auto & General values individual differences and fosters an inclusive culture.

• Motor Claims experience essential
• Exceptional Customer Service experience essential
• Demonstrated knowledge and application of technical claim management
• Exceptional communication and conflict resolution skills
• Ability to develop strong relationships at all levels with internal and external stakeholders, with a high level of emotional intelligence
• Broad ability to drive for results, focus on outcomes and well-developed negotiation skills

• Manage the customer experience from lodgement to fulfilment using empathy, engagement and active listening
• Review and verify events, issue documentation, and establish rapport during claims processing
• Underwrite claims accurately and determine cover
• Apply duty of care considerations as part of decision making
• Coordinate with internal and external stakeholders to finalise claims
• Communicate processes and next steps clearly to customers
• Proactively support the team while working independently, and remain open to feedback
• Assist Technical Manager and Head of Specialised Claims & Investigations with additional projects as required

Brisbane, Queensland, Australia