Join to apply for the Senior Claims Consultant (93127) role at Auto & General Australia
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Join to apply for the Senior Claims Consultant (93127) role at Auto & General Australia
Brief Description
As a Technical Motor Claims consultant, you will be dealing predominantly with claims where there is a level of complexity, non-disclosure, policy exclusions and where conditions of cover have not been met so require further review.
Brief Description
As a Technical Motor Claims consultant, you will be dealing predominantly with claims where there is a level of complexity, non-disclosure, policy exclusions and where conditions of cover have not been met so require further review.
Requirements
* 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.
Summary
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.
* Assist TMC Team Leader and/or Head of Fraud & Claims investigations with additional projects or tasks where required.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Finance and Sales
* Industries
Insurance
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