Senior Claims Consultant

Overview

As a Complex Home Claims Consultant, you'll manage high-value, complex home claims and guide customers through challenging moments. You will handle a portfolio of large loss claims (over $100K) with end-to-end service from lodgement to resolution, working with Home Assessors to manage contents, and temporary accommodation costs while delivering exceptional service that protects our customers' homes and peace of mind. This role can be based at either our North Lakes or Kawana office.

What You Will Be Doing

• Triage Complex claims at the earliest opportunity, including pro-active claim reviews.
• End-to-end case management of a portfolio of Complex claims, including priority identification and management.
• Provide support with empathy and clear expectations setting with clients.
• Respond to incoming customer calls and provide excellent phone service for lodging new claims and managing existing claims.
• Obtain complete and accurate information regarding circumstances and damages surrounding the claim.
• Liaise directly with external providers, including Engineers, Hydrologists, Fire Forensics, Restorers, Builders, Accommodation Suppliers and Bank Lenders.
• Act as first point of contact for client complaints and de-escalate and resolve these through effective listening and negotiation.
• Arrange and negotiate short and long-term temporary accommodation requirements.
• Identify areas to reduce claim costs and claim life span.
• Review supplier reports and policy documentation to determine the outcome of customer claims.
• Arrange claim settlements to clients, including negotiation of contents and utilisation of full policy benefits where applicable.

What You Bring To The Table

• Experience in debt collection, paralegal work, or insurance claims is a plus.
• Proven ability to work independently and think proactively, with support from the team.
• A curious mind that enjoys solving problems and finding smart solutions.
• Strong relationship management and stakeholder influence across the board.
• Hands-on experience handling complex insurance claims, including legal litigation, is highly desirable.
• Ability to build and maintain solid relationships with internal teams and external partners.
• Excellent written and verbal communication skills for clear point delivery.
• Confidence to own claims coverage decisions and manage all communications with clients and internal teams.

The Benefits Of Working At A&G

• Recognition of high performance through bonuses and other perks.
• Leave options including volunteer days, an additional paid personal day, paid parental leave, and the option to purchase additional leave.
• Learning and professional development opportunities.
• A&G Difference program supporting community volunteering and fundraising.
• Wellbeing support, mental-health resources, and fitness discounts.
• On-site events, family days, and annual celebrations.
• Discounts on insurance products and partner retailer discounts across Australia.
• Access to Rewards Gateway for personalised rewards, peer-to-peer recognition, and discounts.

About Us

Auto & General (A&G) is a fast-growing major Motor and Home insurer in Australia, offering Car, Motorcycle, Home, Contents, Pet and Travel insurance through Budget Direct and partnerships with ING, Qantas, Virgin Money and Coles Insurance. We value an inclusive culture and look for talented individuals to help us be Australia's best insurer.

A note from Auto & General to recruitment agencies: We politely ask you to avoid approaching or sending unsolicited resumes to our Recruitment Team or Hiring Leaders. Auto & General is not responsible for fees related to unsolicited resumes.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Finance and Sales
• Industries: Insurance

Brisbane, Queensland, Australia

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