Claims Officer

Position Title:Claims Officer

Reports To: Managing Director/Director

Location: Broadbeach, Gold Coast

Role Purpose

The Claims Officer is responsible for managing and facilitating insurance claims on behalf of clients, ensuring timely, fair, and efficient resolution. Acting as the key liaison between clients and insurers, the role focuses on delivering exceptional service, protecting client interests, and maintaining strong insurer relationships. The Claims Officer will also work directly with Account Managers to support clients in a comprehensive manner.

Key Responsibilities

Claims Management

• Manage end-to-end claims processes from notification through to settlement
• Review claims documentation to ensure completeness and policy compliance
• Lodge claims with insurers and monitor progress proactively
• Report back to Account Managers with updates/challenges
• Follow up with insurers, loss adjusters, and other stakeholders to expedite claims

Client Service

• Act as the primary point of contact for clients regarding claims
• Provide guidance on claims procedures, coverage, and documentation requirements
• Work with claims advocacy services where required
• Keep clients informed with regular updates on claim status
• Support clients during complex or disputed claims situations

Assessment & Analysis

• Assess claims against policy terms, conditions, and exclusions
• Identify potential coverage issues and escalate when necessary
• Assist in resolving disputes between clients and insurers
• Ensure accurate interpretation of policy wording

Stakeholder Coordination

• Liaise with insurers, underwriters, assessors, solicitors, and third parties
• Build and maintain strong working relationships with all stakeholders
• Coordinate with internal broking teams to ensure seamless client service

Compliance & Documentation

• Maintain accurate and up-to-date records of all claims activity
• Ensure compliance with regulatory requirements and company procedures
• Adhere to confidentiality and data protection standards

Key Skills & Competencies

• Strong knowledge of general insurance products and claims processes
• Excellent communication and negotiation skills
• High attention to detail and analytical ability
• Strong organisational and time management skills
• Problem-solving mindset with a customer-centric approach
• Ability to work under pressure and manage competing priorities

Qualifications & Experience

• Previous experience in insurance claims
• Relevant qualifications in Insurance
• Tier 1 or relevant regulatory certification (if applicable in your region)
• Familiarity with claims management systems and CRM tools

Why Join Us?

• Opportunity to work within a dynamic and client-focused brokerage
• Exposure to a wide range of insurance products and claims
• Professional development and career growth opportunities
• Collaborative and supportive team environment
• Monday and Tuesday are WFH days