The role
Our Desktop Home Assessors are responsible for the end‐to‐end management of allocated claims. They focus on establishing the cause, scope and cost of insured claims, and the restoration, repair or rebuilding of damaged property while developing and maintaining excellent customer service.
Brief Description
As a Desktop Home Assessor, you will work closely with Auto & General's panel of restorers and suppliers to ensure repairs to customers' homes are completed to a high standard at a fair and reasonable price.
What You'll Be Doing
Assess the damage
* Virtually review reports and photos to validate claim‐related damage and repair costs, determine damage causation, apply the Product Disclosure Statement (PDS) for appropriate cover levels, 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 and understand potential impacts of decisions, escalating where required.
Scope the damage
* Produce detailed damage scope and cost documentation and review it against supplier quotes.
* Leverage advanced technical knowledge and demonstrate understanding of Escape of Liquid and Fire insured events, engaging specialists and industry experts as required.
* Align 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, manage scope, cost variations, and challenge 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 where appropriate, report service breaches.
* Review and approve repair invoices for payment at negotiated milestones or upon completion of repairs.
Qualifications & Experience
* Residential building / renovation and extensive estimating experience is essential.
* Experience managing quality building work and enhancing customer satisfaction.
* Background in reviewing and determining accurate scopes of work.
* Demonstrated communication, negotiation and conflict resolution skills, along with excellent time‐management and organisational skills.
* Proven experience building effective business relationships with all stakeholders.
* Insurance experience is preferred.
The Benefits Of Working At A&G
* High‐performance bonus rewards and other perks.
* Extended leave options: volunteer days, additional paid "ME" day, paid parental leave and purchase of additional leave.
* Learning and professional development opportunities.
* Volunteer program through A&G Difference.
* Wellbeing benefits: healthy mind and body hub, mental‐health support and fitness discounts.
* Annual celebrations and many on‐site events.
* Discounts on insurance products, retailers, hospitality providers and more across Australia.
* Perks app providing access to benefits and discounts.
About Us
Auto & General (A&G) is the fastest‐growing major motor and home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community. Our range of general insurance products – Car, Motorcycle, Home, Contents, Pet and Travel – are delivered through our multi‐award‐winning brand Budget Direct and partnerships with leading brands such as ING, Qantas and Coles Insurance. 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.
Auto & General values individual differences and fosters an inclusive culture that creates a great place to work for all.
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