Motor High Care Senior Claims Consultant

at  Auto General Holdings

WHAT EXPERIENCE YOU’LL BRING:

• Motor Claims experience essential
• Excellent customer service experience essential
• Experience in insurance with a demonstrated knowledge and application of technical claim management desirable
• Exceptional communication and conflict resolution skills required with the ability to develop strong relationships with stakeholders
• High level of emotional intelligence, able to drive for results, focus on outcomes and well-developed negotiation skills
• Strong understanding of GICOP requirements

ABOUT US:

Auto & General (A&G) 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 protect customer’s 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 we’re always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia’s best insurer! If this sounds like you, apply today.
If you are seeking a new challenge and would enjoy the opportunity to work in a growing and changing business, click on the APPLY NOW button and submit your application.

As our new High Care Senior Claims Consultant, you will be managing a portfolio of end-to-end motor claims for customers experiencing vulnerability and/or a traumatic claim event that present in varying levels of complexity. You will be responsible for delivering an exceptional customer claim experience balanced with the accurate application of policy interpretation and claims decisioning.

You will:

• Be responsible for end to end management of a portfolio of complex, high value and sensitive claims
• Review each referred claim for acceptance in line with the ICA, PDS and prior to internal dispute resolution or Ombudsman determination
• Manage existing claims to provide support to customers within policy entitlements, organisation of repairs & management throughout the claims life
• Identify & raise potential risks or compliance issues to Management
• Seek additional information to validate events by reviewing, verifying, and issuing documentation to customer
• 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
• Liaising 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 pro-active in supporting your team whilst also working independently
• Take ownership of their learning and be open to feedback, be solution focused and enjoy new challenges