Senior Claims Specialist

1 week ago

Toowong, Queensland, Australia Auto & General Full time

About Us

At Auto & General, we provide exceptional insurance products and services to safeguard our customers in their time of need. Our range of general insurance products protects customers on the road, at home, and on holiday with various car, motorcycle, home, contents, pet products, as well as roadside assistance.

Our Culture

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 committed to being Australia's best insurer.

Purpose of the Role

As our new Technical Motor Claims Specialist, you will be providing exceptional customer service to our clients. Assisting with complex claims, you will be managing a portfolio of complicated and high-value motor claims.

Key Responsibilities

  • End-to-end management of a portfolio of complex, complicated, or unusual motor claims files
  • Reviewing each referred claim for acceptance in line with the insurance contract, product disclosure statement, and prior to internal dispute resolution or ombudsman determination, ensuring each claim complies with all applicable regulations related to motor products and processes
  • Managing existing claims to provide support to customers within policy entitlements, organizing repairs, and managing throughout the claims life
  • Accurate reserving, claims validations, managing claims costs, and negotiating with internal and external stakeholders
  • Identifying and raising potential risks or compliance issues to management
  • Performing detailed reviews of retained claims and completing a day-one review of all claims
  • Seeking additional information to validate events and accurately underwriting claims and making determinations on cover
  • Reviewing duty of care applications by customers and applying reasonable care assessments as a key part of decision-making
  • Liaising with assessing teams and suppliers to get customers back into their pre-claim condition
  • Making sure customers understand their claim entitlement and the claim process, including next steps
  • Identifying vulnerability experiences by customers and ensuring support services are offered to enable efficient momentum on claims where vulnerability has been identified

Requirements

  • Motor claims experience is essential
  • Investigation experience is highly desirable
  • Demonstrated insurance claims knowledge
  • Exceptional customer service skills
  • Ability to develop strong relationships at all levels with both internal and external stakeholders, coupled with a high level of emotional intelligence
  • Broad ability to drive for results, focus on outcomes, and well-developed negotiation skills

Our Perks

  • Location – Our office is conveniently based in a city-fringe location with access to retail, restaurants, various parking options, and public transport
  • Extra leave – Enjoy additional leave days on us. You'll receive a paid 'ME' day and one paid volunteer leave day annually. Team members can also purchase up to two additional weeks of leave per year
  • Paid parental leave – We support our new parents with paid parental leave and other benefits
  • Workplace giving – If you're passionate about a cause, then we are too – we offer workplace giving and we'll dollar-match your donations to registered charities
  • Development opportunities – We're championing your development with internal programs and access to a wide range of online courses
  • Employee discounts – You'll receive discounts on Budget Direct insurance products
  • Reward and recognition – We reward high performance with employee recognition, reward, and incentive schemes
  • Onsite facilities – There are excellent end-of-trip facilities on offer and private spaces for nursing mothers

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