Investigator (sunshine coast)

As a Claims Investigator at Youi you will focus on conducting thorough and transparent investigations of insurance claims to ensure the best outcomes for both the business and the customers.

You will work from home four days a week and one day a week in the office with your fellow Youi team at our state‐of‐the‐art Head Office in Sippy Downs.

• Triage Claims: Assess incoming claims to determine whether investigations are required, evaluating circumstances to reach the correct outcome.
• Conduct Investigations: Investigate claims across various risks to detect and prevent fraud and policy breaches, gathering evidence, conducting interviews, obtaining statements, critically analysing documentation, and evaluating policy terms and conditions.
• Claims Forum: Present the findings of your investigations at the internal Claims Forum, sharing insights and recommendations to ensure transparency and informed decision‐making.
• Decision‐Making: Make informed decisions in line with Youi's Claims Philosophy based on investigations, addressing validity, coverage eligibility, and potential actions.

• Experience: Prior experience in conducting interviews and obtaining statements is beneficial.
• Presentation Skills: Ability to present findings confidently at the Claims Forum.
• Knowledge: Familiarity with Part15 – Claims Investigations Standards of the General Insurance Code of Practice.
• Problem‐Solving: Ability to analyse complex situations, identify issues, and develop solutions.
• Empathy and Communication: Effective communication and empathy to interact with customers and convey decisions.
• Negotiation Skills: Ability to negotiate with various parties to gather information, resolve disputes, and ensure fair outcomes.
• Logical Thinking: Logical mindset for analysing evidence and drawing sound conclusions.
• Results‐Driven: Focus on achieving the best outcomes for customers and the business.

Pros: Variety of cases and the opportunity to balance customer and company interests.

Cons: Requires making unfavourable decisions that can have financial impact; needs a balance between empathy and policy adherence.

This role is suitable for individuals with a background in investigation, strong interpersonal skills, and an understanding of insurance practices, especially claims investigations.

We value outstanding customer service and people who are themselves and believe hard work should be rewarded.

• 4 Days a week Work from Home
• 22 Days Annual Leave, volunteer leave and Annual Salary Reviews
• Career progression opportunities – promoting from within
• Paid induction training and ongoing career development
• Onsite Barber, Brow Bar and Massage
• Games Room and free use of the Youi Bicycle Fleet
• Boxing, Pilates, HIIT & Strength, Yoga, Run/Walk Club, and Mindfulness classes
• Free Skin Checks, Flu Jabs and Wealth Mastery Sessions
• Onsite Car Detailing Service
• Discounted Insurance Products
• Great Work Life Balance
• Casual Dress code
• End of Trip Facilities