High Care Claims Manager
1 week ago
The role of High Care Senior Claims Consultant at Auto & General involves managing a portfolio of end-to-end claims for customers experiencing vulnerability and/or a traumatic claim event. This requires delivering an exceptional customer claim experience balanced with the accurate application of policy interpretation and claims decisioning.
Key Responsibilities- End-to-end management of a portfolio of complex, high-value, and sensitive claims.
- Reviewing each referred claim for acceptance in line with the ICA, PDS, and prior to internal dispute resolution or Ombudsman determination.
- Managing existing claims to provide support to customers within policy entitlements, organizing repairs, and managing throughout the claims life.
- Identifying and raising potential risks or compliance issues to Management.
- Seeking additional information to validate events by reviewing, verifying, and issuing documentation to customers.
- Accurately underwriting claims and making determinations on cover.
- Reviewing duty of care application by customer and applying 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 finalization.
- Identifying vulnerability experience by the customer and ensuring support services offered.
- Being proactive in supporting your team while also working independently.
- Taking ownership of your learning and being open to feedback, being solution-focused, and enjoying new challenges.
- Excellent customer service experience is essential.
- Experience in insurance or a similar product with a history of working in a high-paced environment is desirable.
- Exceptional communication and conflict resolution skills are required with the ability to develop strong relationships with stakeholders.
- A high level of emotional intelligence, able to drive for results, focus on outcomes, and well-developed negotiation skills.
Auto & General 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 our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas, and Virgin Money.
Our range of general insurance products protects customers' most valued possessions on the road, at home, and on holiday with various Car, Motorcycle, Home, Contents, Pet, and Travel Insurance products as well as Roadside Assistance.
Our culture of 'high performance with high integrity' underpins our values and the way we interact with our customers, the community, and each other. 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.
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North Lakes, Queensland, Australia Auto & General Full time{"h2": "Key Responsibilities", "p": "As a High Care Senior Claims Consultant at Auto & General, you will be managing a portfolio of end-to-end claims for customers experiencing vulnerability and/or a traumatic claim event. Your focus will be on delivering an exceptional customer claim experience, balanced with the accurate application of policy...
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