Claims Hero is a specialist claims management firm focused on representing policyholders and achieving fair outcomes. We work on complex home insurance claims and disputes, where matters have not been resolved through standard insurer processes.
This role is suited to experienced insurance professionals looking to transition from an insurer environment into a client advocacy role. You will take full ownership of claims, develop strategy, and work directly with clients, experts, and insurers to drive outcomes, rather than simply administer processes.
You will be part of a high performing team that combines deep technical expertise with strong advocacy to challenge insurers and deliver results for our clients.
Key Responsibilities
* Take full ownership of complex and disputed home insurance claims from initial engagement through to final resolution.
* Develop and execute claim strategies to achieve the best possible outcome for clients.
* Analyse policy coverage, claim documentation, and supporting evidence to identify opportunities and risks.
* Conduct detailed analysis of expert evidence, claim files, reporting, and client testimonials to understand the full extent of each claim.
* Obtain expert evidence and prepare high quality submissions to challenge insurer decisions and support claim acceptance and settlement.
* Negotiate directly with insurers, loss adjusters, and legal representatives to secure fair outcomes.
* Manage and coordinate stakeholders including experts, builders, and consultants.
* Advocate for clients, particularly in situations involving vulnerability, distress, or disputed outcomes.
* Maintain clear and consistent communication with clients throughout the claim lifecycle.
* Contribute to continuous improvement of internal processes and claims strategy.
Why Join Claims Hero
* Work on the client side of claims rather than the insurer side.
* Move away from process driven environments into a role focused on outcomes and impact.
* Be involved in complex, high value, and disputed home insurance claims.
* Use your technical knowledge to challenge decisions and drive life changing impacts for clients.
* Operate in a flexible and autonomous environment where no two days are the same.
* Be part of a growing business with strong career progression opportunities
Skills and Experience
You will likely succeed in this role if you:
* Have experience managing disputed, escalated, or complex claims home insurance claims.
* Have worked within a general insurer, AFCA, dispute resolution, or similar environment.
* Have a strong understanding of policy interpretation and coverage.
* Are confident negotiating with insurers and challenging claim decisions.
* Have excellent written and verbal communication skills.
* Are highly organised with strong attention to detail.
* Are comfortable working autonomously and managing competing priorities.
* Have experience supporting customers in vulnerable or high stress situations.
* Are motivated to move into a role focused on advocacy and outcomes.
Experience in roles such as Claims Manager, Internal or External Dispute Manager, Senior Claims Consultant, Loss Adjuster, AFCA Case Manager, or Insurance Lawyer will be highly regarded.
Our Values
We are looking for individuals who align with our core values:
* Integrity - We deliver on our promises and act as a trusted partner
* Innovation - We continually look for better ways to deliver outcomes
* Empathy - We support our clients through challenging and often stressful situations
* Advocacy - We stand up for our clients and ensure they are fairly represented
Working Arrangements
We offer flexible working arrangements, including work from home. This role will also involve attending client property inspections and assessments where required.
Remuneration
We offer a competitive salary package aligned to experience, along with a performance based incentive structure that rewards outcomes and contribution.
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