Senior Motor Claims Consultant - Technical in Brisbane

9 Sherwood Road, Toowong, QLD, 4066, Australia

Job Category Employee Type Permanent (PERM) 0Secondary Hiring Leader - Mari Louise Anderson

• Investigation experience highly desirable
• Demonstrated insurance claims knowledge
• 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.

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 claimsprocessing skills and experience to benefit the customer and the Technical Motor claimsteam.
• 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.