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Personal Lines Claims Team Leader

3 months ago

North Sydney, Australia CHUBB Full time

Chubb celebrates diversity by fostering an inclusive, flexible and equitable workplace. We support applications from all members of our community and equitable access to our employment opportunities. We are open to discussing workplace flexibility in all our vacancies, to ensure we can attract the best candidates and accommodate individual needs, differences, disabilities and working arrangements. Please let us know if you require any adjustments to the recruitment process so we can support you to present your best self.

Chubb is a world leader in insurance. With operations in 54 countries and territories, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance and life insurance to a diverse group of clients. As an underwriting company, we assess, assume and manage risk with insight and discipline. We service and pay our claims fairly and promptly. The company is also defined by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength and local operations globally. Parent company Chubb Limited is listed on the New York Stock Exchange (NYSE: CB) and is a component of the S&P 500 index. Chubb maintains executive offices in Zurich, New York, London, Paris and other locations, and employs approximately 40,000 people worldwide. Additional information can be found at: .

Your Role:

To produce a high performing, market leading, customer focused team who handles Personal Lines claims. This is achieved through daily coaching, mentoring and regular constructive feedback to ensure claims will be handled effectively and efficiently in accordance with Best Practice Guidelines and the Insurance Code Of Practice.

You will work closely with other Team Leaders within the department and the Personal Lines Claims Manager to develop and provide guidance and career development for team members. The role will also provide support to the Personal Lines Claims Manager and will also offer support to the other Team Leads in the department during Catastrophes.

The role requires a degree of technical expertise as you will be a technical referral point for the team and you will be required to travel interstate for claim escalations or presentations to the market.

This is a 12-month FTC

Your Responsibilities:

Major duties/responsibilities are detailed in the individual’s annual goals. The goals may include items such as:

• Supervise the Personal Lines claims team portfolio in both growth or new areas of the business, up to a predetermined value as agreed by the Personal Lines Claims Manager 
• Manage a portfolio of claims including broker or insured sensitive claims
• Adhere to the General Insurance Code Of Practice and Chubb’s obligations under its AFSL, as it applies to Claims Handling as a Financial Service
• Administration, supervision and responsibility for the claims team
• Supervise compliance with Best Practice and provide regular reporting to the Personal Lines Claims Manager
• Be an escalation point for any difficult or sensitive claims, handling both internal and external stakeholders
• Respond to Stage One Internal Dispute Complaints and AFCA referrals
• Assist with allocation of new claims and authorizing payments where required
• Assist in conducting monthly audits
• Coordinate vendor review meetings as required
• Play a lead role in claims process evaluation and efficiencies
• Assist with project management of key change management initiatives
• Provide feedback on staff to the Personal Lines Claims Manager
• Participate in vendor audits and provide feedback as required
• Attend underwriting and client review meetings as necessary
• Monitor market trends and developments and contribute to dissemination of information to key stakeholders
• Assist with external marketing and presentations which may require interstate travel
• Take the lead role in the development in claims efficiency projects
• Assist with Catastrophe reporting and Management
• Any other reasonable tasks directed by Claims Management

• Experience with management of teams that manage claims of varying degrees of complexity
• Tertiary qualified – ANZIIF desired or progression towards
• In-depth technical expertise with Personal Lines claims or Commercial claims- Minimum 7 years experience
• Understanding of the Insurance Contracts Act
• Full appreciation and understanding of our obligations under both the AFSL and the General Insurance Code of Practice
• Experience in Broker training and forums
• Strong proven relationships with Brokers, underwriters and Claims Management
• Experience in the demands and understanding the needs of brokers
• Experience with understanding Large Loss reporting
• Experience in handling Catastrophes, reporting and management
• Experience in leading or actively participating in presentations to Snr Management 
• Experience in identifying claims trends
• Strong written and verbal communication skills relative to claims handling
• Strong customer service skills
• Strong negotiations skills
• Experience in performing audits
• Experience with external speaking/presentations to the wider Insurance Market


We offer you the opportunity to work as part of a dynamic and agile environment where continuous development is encouraged throughout your career, both locally and globally. We also offer a flexible working approach via our “My One Thing” initiative, education assistance, dress for your day every Friday, promotion of health and wellbeing (including discounted health insurance, daily breakfast and fresh fruit), and the option to enroll into the Chubb Limited discounted stock purchasing scheme.