High Care Claims Portfolio Manager
4 weeks ago
Role Overview
The High Care Senior Claims Consultant will be responsible for managing a portfolio of end-to-end claims for customers experiencing vulnerability and/or a traumatic claim event. This role requires delivering an exceptional customer claim experience while accurately applying policy interpretation and claims decisioning.
Key Responsibilities
- Manage a portfolio of complex, high-value, and sensitive claims from start to finish.
- Review each referred claim for acceptance in line with the ICA, PDS, and prior to internal dispute resolution or Ombudsman determination.
- Provide support to customers within policy entitlements, organize repairs, and manage claims throughout their life cycle.
- Identify and raise potential risks or compliance issues to Management.
- Seek additional information to validate events by reviewing, verifying, and issuing documentation to customers.
- 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.
- Liaise 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 proactive in supporting your team while working independently.
- Take ownership of your learning and be open to feedback, solution-focused, and enjoy new challenges.
Requirements
- 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.
About Us
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 are 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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