Claims Specialist

Ensures claims are processed in an accurate and timely manner, mitigating claims costs in accordance with policy guidelines, delegated authorities industry laws and regulations.

A customer facing role, this position embraces our Soft Landings philosophy in ensuring a high level of customer service from lodgement to claim closure.

Job Responsibilities:

  • Receive inbound and outbound calls from existing customers and third parties
  • Provide, reliable and accurate information to customers and third parties in a timely manner
  • Identify and report potentially fraudulent activity
  • Liaise with third party suppliers and service providers
  • Obtain documentation from customers to facilitate claims handling in line with organisational Policies and Procedures.
  • Accept or decline claims in accordance with Underwriting guidelines, and as instructed by Manager
  • Maintain an appropriate level of compliance and adhere to regulatory requirements
  • Report incidents, breaches or complaints in a timely manner and in accordance with relevant Policies and Procedures
  • Negotiate claims costs and engage in negotiations regarding quantum
  • You will be required to carry out other duties that are within the limits of your skills, competence, training and/or experience as directed by your Manager


  • An understanding of the role and importance of insurance
  • Intermediate level computer skills, including Microsoft office
  • Prior experience in customer service
  • Sound written and verbal communication skills
  • Previous experience handling insurance claims, or working in a financial services institution
  • Skills in negotiation, persuasion and investigation with customers and service providers
  • Sound interpersonal skills, building rapport with customers and service providers
  • Skilled in asking probing questions and gaining detailed information to support claims handling