Senior Claims Consultant (93297)

at  Auto General Insurance

You will be responsible for.

• Managing a portfolio of complicated or unusual motor claims files.
• End to end management of a portfolio of complex, high value and sensitive claims.
• Reviewing 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.
• Accurate reserving, claims validations, manage claims costs, and negotiate with a variety of stakeholders.
• Identifying and raising potential risks or compliance issues to Management
• Perform detailed review of retained claims and complete a Day-1 review of all claims.
• Stay up to date on regulatory changed in the insurance industry that is relevant.
• Engaging with customers on the phone and via email.
• Reviewing, verifying, and issuing documentation to customer.
• Relationship with the customer through claims processing, claims service and compensation service.
• Build and maintain relationships with internal and external stakeholders such as forensic experts, underwriters, and customer dispute resolution team.
• Seek additional information to validate events.
• 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.
• Liaise with assessing team and suppliers to get the customers back into their pre-claim condition.
• Constantly manage claims towards finalisation.
• Liaising with external stakeholders to coordinate claim finalisation.
• Communicate processes and next steps clearly verbally and/or in writing to customer.
• Make sure customer understand their claim entitlement and the claim process.
• Identify vulnerability experience by the customer and ensure support services offered.
• Effectively listen and understand the needs of the customer and what is important to them to enable efficient momentum on claims where vulnerability have been identified.
• If required recommend to Team leader to amend BAU process to accommodate vulnerability.
• If required initiate fast-track claim process.
• Provide great customer service whilst remaining rational and emotionally impartial to the outcome.
• Demonstrating excellent motor claims processing skills and experience to benefit the customer and the Technical Motor claims team.
• Complies with all applicable regulations related to the Motor product and Technical Motor claims processes.
• Responsible to communicate with customers and other stake holders on claim related matters.
• 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.

ABOUT US

At Auto & General (A&G), we provide great products and services to safeguard our customers in their time of need. Our range of general insurance products protect customers on the road, at home and on holiday with various Car, Motorcycle, Home, Contents, Pet 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.

POSITION ACCOUNTABILITIES

• 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 ICA, PDS and prior to internal dispute resolution or Ombudsman determination ensuring each claim complies with all the applicable regulations related to Motor product and processes
• Manage existing claims to provide support to customers within policy entitlements, organisation of repairs & management throughout the claims life
• Accurate reserving, claims validations, manage claims costs, and negotiate with a variety of internal and external stakeholders
• Identifying and raising potential risks or compliance issues to Management
• Perform detailed review of retained claims and complete a Day-1 review of all claims
• Seek additional information to validate events and 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
• Liaise with assessing team and suppliers to get the customers back into their pre-claim condition
• Make sure customers understand their claim entitlement and the claim process including next stepsIdentify vulnerability experience by the customer and ensure support services are offered to enable efficient momentum on claims where vulnerability has been identified

KNOWLEDGE AND EXPERIENCE:

• Motor Claims experience essential
• Investigation experience 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 intelligenceBroad ability to drive for results, focus on outcomes and well-developed negotiation skills.

OUR PERKS

• Location – Our office is conveniently based in Toowong Village shopping centre - a city fringe location with access to retail, restaurants, various parking options and public transport. Alternately, our North Lakes and Kawana sites have secure free parking and access to 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.
• Get social - Join our vibrant social and community activities including annual celebrations, family fun days and regular events across each of our sites.
  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.

PURPOSE OF THE ROLE

As our new Technical Motor Claims consultant, 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.

You will be responsible for.

• Managing a portfolio of complicated or unusual motor claims files.
• End to end management of a portfolio of complex, high value and sensitive claims.
• Reviewing 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.
• Accurate reserving, claims validations, manage claims costs, and negotiate with a variety of stakeholders.
• Identifying and raising potential risks or compliance issues to Management
• Perform detailed review of retained claims and complete a Day-1 review of all claims.
• Stay up to date on regulatory changed in the insurance industry that is relevant.
• Engaging with customers on the phone and via email.
• Reviewing, verifying, and issuing documentation to customer.
• Relationship with the customer through claims processing, claims service and compensation service.
• Build and maintain relationships with internal and external stakeholders such as forensic experts, underwriters, and customer dispute resolution team.
• Seek additional information to validate events.
• 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.
• Liaise with assessing team and suppliers to get the customers back into their pre-claim condition.
• Constantly manage claims towards finalisation.
• Liaising with external stakeholders to coordinate claim finalisation.
• Communicate processes and next steps clearly verbally and/or in writing to customer.
• Make sure customer understand their claim entitlement and the claim process.
• Identify vulnerability experience by the customer and ensure support services offered.
• Effectively listen and understand the needs of the customer and what is important to them to enable efficient momentum on claims where vulnerability have been identified.
• If required recommend to Team leader to amend BAU process to accommodate vulnerability.
• If required initiate fast-track claim process.
• Provide great customer service whilst remaining rational and emotionally impartial to the outcome.
• Demonstrating excellent motor claims processing skills and experience to benefit the customer and the Technical Motor claims team.
• Complies with all applicable regulations related to the Motor product and Technical Motor claims processes.
• Responsible to communicate with customers and other stake holders on claim related matters.
• 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

*A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.

• Motor Claims experience essential
• Investigation experience 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