Senior Claims Consultant

Brief DescriptionThe role As a Complex Home Claims Consultant, you won’t just manage high-value, complex home claims, you’ll be the trusted guide for people navigating some of the most challenging moments in their lives. Handling a portfolio of large loss claims (over $100K), you’ll provide a personal, end-to-end service from the moment a claim is lodged right through to its resolution. You’ll work closely with our Home Assessors to keep building, contents, and temporary accommodation costs in check, all while delivering exceptional service that helps protect what matters most: our customers’ homes and their peace of mind. In this role, your work truly matters. You’re helping people rebuild, recover, and move forward by ensuring their claims are handled efficiently, transparently, and with genuine care. This role can be based at either our North Lakes or Kawana office. What You Will Be Doing

• Triage of Complex claims at the earliest opportunity, including pro-active claim reviews.
• End-to-end case management of a portfolio consisting of Complex claims including appropriate identification and management of priorities.
• Provide support with empathy and clear expectations setting with our clients.
• Respond to incoming customer calls and provide excellent phone service in lodging new claims and managing existing claims.
• Obtain complete and accurate information regarding circumstances and damages surrounding the claim.
• Liaise directly with external providers, including Engineers, Hydrologists, Fire Forensics, Restorers, Builders, Accommodation Suppliers and Bank Lenders.
• Act as first point of contact for client complaints and de-escalate and resolve these through effective listening and negotiation.
• Arrange and negotiate short and long-term temporary accommodation requirements.
• Identify areas to reduce claim costs and claim life span.
• Review supplier reports and policy documentation to determine the outcome of customer claims.
• Arrange claim settlements to clients, including negotiation of contents and utilising the full policy benefits applicable scenarios.

What You Bring To The Table

• Experience in debt collection, paralegal work, or insurance claims? That’s a big plus!
• Proven ability to work independently and think proactively, we will back you.
• A curious mind that loves digging into problems and finding smart solutions.
• Strong skills in managing relationships and influencing stakeholders across the board.
• Hands-on experience handling complex insurance claims, including legal litigation, is highly desirable.
• The knack for building and maintaining solid relationships with both internal teams and external partners.
• Excellent written and verbal communication skills that get your point across clearly.
• Confidence to own claims coverage decisions and handle all communications with clients and internal teams.

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.
• Access to A&G’s employee reward and recognition platform, powered by Rewards Gateway - Enjoy a wide range of benefits, including personalised rewards & peer-to-peer recognition, exclusive discounts & savings across more than 600 top retailers and a comprehensive recognition program that celebrates milestones and achievements - helping you feel valued every step of the way.

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 including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas, Virgin Money 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 believes in fostering an inclusive culture that creates a great place to work for all.

• A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.