The role
Our Desktop Home Assessors are responsible for the end-to-end management of allocated claims. Focusing on establishing the cause, scope, and cost of insured claims and associated restoration, repair, or rebuilding of damaged property whilst developing and maintaining excellent customer service.
You will work closely with Auto & General's panel of restorers & suppliers to ensure they complete repairs to our customers' homes to a high standard and for a fair and reasonable price.
What you'll be doing Assess the damage
* Virtually review reports and photos to validate claimed event‐related damage and repair costs, determine damage causation, apply the Product Disclosure Statement (PDS) for appropriate levels of cover, and provide justified decision recommendations aligned with regulatory frameworks.
* Identify and manage claim risks and prepare suitable contingencies, ensuring site safety and correctly authorising emergency (make safe) work.
* Handle complaints & identify vulnerable/high‐care customers; effectively understand and manage any potential impacts of decisions and provide timely escalation where required.
Scope the damage
* Produce detailed damage scope and cost documentation and review it against supplier quotes.
* Leverage an advanced level of technical knowledge and consistently demonstrate an understanding of Escape of Liquid and Fire insured events, engaging specialists and industry experts as required.
* Align the repair methodology with PDS coverage and limitations, such as matching material parameters.
Negotiate outcomes
* Negotiate with repairers and customers to determine sustainable and competitive repair costs, including managing scope and cost variations and challenging line items and repair methodology.
* Make approval decisions regarding work commencement, contents, temporary accommodation, and cash settlements.
* Project manage repairs to ensure adherence to agreed cost, time, and quality standards, conducting virtual inspections and liaising with suppliers.
* Identify and detail repair defects, manage rectifications, and elevate to relevant teams when appropriate as well as identifying and reporting service breaches.
* Review and approve repair invoices for payment at negotiated milestones or on completion of repairs.
Qualifications & Experience
* Residential building/renovation & extensive estimating experience is essential.
* Experience in managing quality building work and enhancing customer satisfaction.
* Background in reviewing and determining accurate scopes of work.
* Demonstrated communication, negotiation & conflict resolution handling ability, along with exceptional time management & organisational skills.
* Proven experience in building effective business relationships with all stakeholders.
* Insurance experience is preferred.
The benefits of working at A&G
* Be rewarded – we recognise high performance and reward our people for their hard work through bonuses and other perks.
* Options for leave – life happens, so we've got volunteer days, an additional paid "ME" day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.
* Grow with us – we've got learning and professional development opportunities to suit everyone.
* Give back – our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you're passionate about.
* Take care of yourself – your wellbeing is important to us and our healthy mind and body hub, mental‐health support and fitness discounts will help you be your best self.
* Celebrate the wins – we love sharing our successes and celebrating together – join us and you've got a ticket to our many on‐site events throughout the year, family fun days and annual celebrations.
* Save money – as well as discounts on insurance products, we've teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.
* Perks App – Access to an employee benefits and discounts app called 'Perks' offering your great discounts, offers and programs across a range of areas.
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