High Value Claims Specialist
4 days ago
As a complex claims specialist, you will manage high-value claims and guide customers through challenging moments. You will handle a portfolio of large loss claims with end-to-end service from lodgement to resolution, working with assessors to manage contents and temporary accommodation costs while delivering exceptional service that protects our customers' homes and peace of mind.
Key Responsibilities- Triage complex claims at the earliest opportunity, including proactive 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 forensic experts, restorers, builders, accommodation suppliers, and bank lenders.
- Act as the 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.
- 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.
We are a major insurer in Australia, offering car, motorcycle, home, contents, pet, and travel insurance through various partnerships.
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