Claims Specialist

3 days ago

Brendale Queensland Australia Go Insurance Full time $60,000 - $90,000 per year

Are you a natural problem-solver with a strong sense of fairness and a calm head under pressure? At Go Insurance, we're more than just travel insurers — we're advocates for our customers when it matters most.

As a Claims Specialist, you'll bring your expertise in complaints and dispute resolution to deliver fair, transparent outcomes and uphold Go's values every step of the way.

About the Role

You'll ensure every customer experience reflects Go Insurance's values, compliance obligations, and service standards — balancing fairness, empathy, and attention to detail in everything you do. You'll manage customer complaints and internal dispute resolution (IDR) cases from start to finish, delivering outcomes that are accurate, timely, and compliant with the General Insurance Code of Practice.Your day will include:

  • Managing internal and external complaints through to resolution, including Stage 2 IDR and AFCA matters.
  • Investigating and resolving complex claims with empathy, fairness, and professionalism.
  • Partnering with Claims Leaders, underwriters, and our Major Loss & Technical Claims Manager to strengthen quality and compliance.
  • Identifying complaint trends and contributing to process or training improvements.
  • Providing technical support and mentoring to Claims Officers and Senior Claims Officers.
  • Ensuring every customer experience reflects Go's values — YouMeWe | Be Your Own Hero | Bespokability | Our Footprints.

What We're Looking For

You're a confident communicator who thrives in detailed, high-stakes situations. You'll bring:

  • Minimum 2 years' experience in a claims or complaints handling role within general insurance (travel preferred).
  • Strong knowledge of IDR and AFCA processes, GICOP, and regulatory obligations.
  • Excellent written communication and documentation skills.
  • A calm, compassionate approach to resolving disputes.
  • Confidence in analysing evidence and making fair, defensible decisions.
  • A collaborative mindset and drive to continuously improve how we do things.

Not 100% sure you tick every box? That's okay

If this role excites you but your experience isn't an exact match, we'd still love to hear from you. We value diverse perspectives and believe great team members come from all walks of life.

What You'll Get from Us

Quarterly Wellbeing Days

Free Travel Insurance

Monthly celebrations and quarterly team events

GoTo Awards – our recognition program that celebrates awesome teammates

Access to our Wellbeing Portal – help and support when you need it

Branded Go gear so you can rep your team with pride

A culture of respect, teamwork and inclusion

Office-based in Brendale with flexible work arrangements and supportive leadership

Ready to help shape fairness and quality at Go Insurance?

Apply now with your resume and a short cover letter telling us why you'd be a great fit.

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