About the Role
My client is hiring a Senior Claims Assessor to join their Emergency Assistance and Large Loss Travel Claims team. This role plays a critical part in delivering an exceptional customer experience by managing complex travel insurance claims and emergency assistance matters end-to-end.
As a senior team member, you will assess claims in line with policy coverage and General Insurance Code of Practice (GICOP) obligations, while acting as a point of reference for escalations and mentoring junior assessors. This role also includes participation in an out-of-hours rotating roster for emergency approvals (separately compensated).
Key Responsibilities
- Independently manage a portfolio of travel insurance claims end-to-end
- Handle claim enquiries via inbound and outbound calls and emails
- Assess claims of any value, ensuring appropriate delegated authority is obtained prior to communicating outcomes
- Analyse claims against policy coverage to provide accurate indemnity decisions
- Manage daily emergency assistance cases, including monitoring shared inboxes and liaising with external emergency assistance providers
- Act as a mentor and escalation point for Emergency Assistance Claims Assessors
- Liaise with customers, service providers, and other stakeholders to provide regular claim updates
- Engage and instruct third-party providers to deliver timely customer outcomes
- Provide exceptional customer service in line with claims procedures and service philosophy
- Participate in case conferences, peer reviews, and technical discussions
- Identify and manage complaints and breaches in accordance with risk management frameworks
- Draft denial and outcome letters using Product Disclosure Statement wording
- Maintain a claims portfolio of up to 80 claims, ensuring customer contact within 10 business days as required under GICOP
- Handle customer complaints and resolve issues as a single point of contact
- Provide clear explanations of claim status, benefit entitlements, inclusions, and exclusions
About You
To be successful in this role, you will bring:
- Diploma or Bachelor’s degree in a related discipline (desirable)
- Relevant industry certifications
- 3+ years’ experience in travel insurance claims case management
- Solid experience within general insurance claims
- Strong working knowledge of the General Insurance Code of Practice
- Excellent rapport-building skills and empathy when supporting customers during difficult situations
- High attention to detail with the ability to prioritise and multitask
- A proactive mindset and willingness to learn
- Strong teamwork and collaboration skills
- Ability to meet service levels and individual KPIs
- Sound decision-making and problem-solving capability
- Competency across the Microsoft Office Suite
What’s on Offer
My client is hiring into a role that offers:
- Competitive salary package with annual bonus
- Novated leasing options (vehicle, mobile, laptop, and more)
- Flat management structure with direct access to senior leadership
- Flexible hybrid working arrangements (work from home two days per week)
- Additional wellbeing leave and optional onsite flu vaccinations
- Paid volunteer day with a charity of your choice
- Social and inclusive workplace culture
- Ongoing learning and development programs tailored to career progression
- Access to a wide range of corporate and retail discounts
Next Steps
In return, my client is hiring someone they will fully support with the tools, training, and opportunities needed to build a successful and rewarding career. If you’re looking for a role that will challenge, support, and excite you, this opportunity is well worth exploring.
