Principle, Claims Consultant

at  MLC Life Insurance

Are you committed to bringing your best to life every day?
At MLC Life Insurance, we’re proud of our history of protecting Australians for over 135 years. We provide flexible, affordable, and innovative insurance products to almost 1 million Australians. We’re Australian-led and managed, and part of a global network through our partnership with one of the world’s leading life insurers, Nippon Life Insurance Group.
We’re driven by a powerful purpose, providing our customers and their families with a Promise for Life to be there when they need us most – and that’s a great purpose to bring us together at work every day.
We work hard to deliver a total customer experience that keeps our customers and partners at the forefront of all our decisions. We’re a values-driven business that strives for high performance and growth as we look towards the future.

As we continue to strengthen our Claims function, we are establishing a new Technical Claims function to provide in-depth technical expertise. The Technical Claims function will manage complex claims across Income Protection and Long-Term Claims providing deep expertise to some of the most challenging claims.
A key member of this new team is the role Principle Claims Consultant, ideally based in Melbourne or Sydney.
In this exciting new role, your main responsibility is to provide technical expertise and coaching to a team of specialised Case Management professionals providing oversight and guidance on the management of complex claims.
Using your technical experience, you will assist with the identification of complex claims requiring clarification and investigation due to conflicts in claim duration, inconsistencies or inaccuracies in evidence requiring an in-depth review and case management process.

Your responsibilities will also include:

• Provide oversight and manage a complex portfolio of Income Protection Claims to ensure the customer experience is aligned to our claim’s philosophy.
• Build rapport with customers over the phone by maintaining regular contact, identifying appropriate added support services and liaising with the Recovery Specialists to support customers achieve their goals and return to health. (where appropriate).
• Assess claims against policy terms and explain complex decisions with logical and clear rationale and description of why evidence has been weighted over other evidence.
• Instruct third parties to provide claim assessment support as appropriate to the claim situation and use claim providers in line with an appropriate cost benefit analysis.
• Manage workload and volumes and costs in line with SLAs.
• Maintain strong stakeholder relationships to maintain a high performance culture.