Motor High Care Senior Claims Consultant

Motor High Care Senior Claims Consultant As our new Motor High Care Senior Claims Consultant, you will manage a portfolio of end-to-end motor claims for customers experiencing vulnerability and/or a traumatic claim event that present in varying levels of complexity. You will deliver an exceptional customer claim experience balanced with accurate policy interpretation and claims decisioning.

Responsibilities

Be responsible for end-to-end management of a portfolio of complex, high‑value and sensitive motor claims

Review each referred claim for acceptance in line with ICA, PDS, prior to internal dispute resolution or Ombudsman determination

Manage existing claims: support customers within policy entitlements, organise repairs & manage throughout the claims life

Identify & raise potential risks or compliance issues to Management

Seek additional information to validate events by reviewing, verifying, and issuing documentation to customer

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 internal and external stakeholders across underwriting, assessing, suppliers, complaint and hire car teams to coordinate claim finalisation

Identify vulnerability experience by the customer and ensure support services offered

Be pro‑active in supporting your team whilst also working independently

Take ownership of learning, be open to feedback, solution‑focused and enjoy new challenges

Qualifications & Experience

Motor Claims experience essential

Excellent customer service experience essential

Experience in insurance with demonstrated knowledge and application of technical claim management desirable

Exceptional communication and conflict resolution skills required with the ability to develop strong relationships with stakeholders

High level of emotional intelligence, ability to drive for results, focus on outcomes and well‑developed negotiation skills

Strong understanding of GICOP requirements

Benefits & Perks

Location – Kawana office, sunny coast, five minutes from the beach

High performance rewards: bonuses and other perks

Flexible leave: volunteer days, paid "ME" day, paid parental leave, opportunity to purchase additional leave

Professional development opportunities

Community giving through A&G Difference program

Wellbeing support: healthy mind & body hub, mental‑health support, fitness discounts

Celebration of successes: on‑site events, family fun days, annual celebrations

Discounts on insurance products, retail and hospitality partners across Australia

About Us Auto & General (A&G) is the fastest growing major Motor and Home insurer in Australia. We provide insurance products and solutions to safeguard a brighter future for our customers through our multi award‑winning brand Budget Direct and partnerships with ING, Qantas and Virgin Money. We protect customers’ valued possessions on the road, at home and on holiday with a range of products and roadside assistance. Our culture of "high performance with high integrity" underpins our values and the way we interact with our customers, the community and each other.

Inclusion & Diversity Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.

Note 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 & G is not responsible for any fees related to unsolicited resumes.

Job Details Seniority: Mid‑Senior level | Employment Type: Full‑time | Job Function: Finance and Sales | Industry: Insurance

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