At Go Insurance, claims is where our promise gets real.
We’re looking for a Major Loss Claims Officer to help customers through complex, sensitive and higher-impact travel insurance claims with care, accuracy and calm follow-through.
This is not a “tick the box and move on” claims role. You’ll work through major loss, complex and active emergency assistance matters where the detail matters, the conversations can be sensitive, and the next step needs to be clear.
You’ll manage allocated claims from assessment through to resolution, review policy wording and supporting evidence, liaise with customers and providers, maintain accurate file records, and escalate matters when needed.
You’ll also support active emergency assistance cases and take part in the on-call roster as required, helping customers when things are urgent, uncertain or genuinely difficult.
If you bring strong claims experience, good judgement and a steady hand under pressure, this could be your next great move.
💼 What you’ll be doing
As our Major Loss Claims Officer, you’ll play an important role in managing complex travel insurance claims and supporting customers through some of their most challenging moments.
You’ll be
- Managing allocated major loss and complex claims within your authority
- Reviewing policy wording, claim information, medical information, provider reports and supporting evidence
- Preparing claim recommendations, settlement calculations, payment requests and referral notes
- Keeping accurate reserves, file notes, correspondence, diary actions and claim records
- Liaising with customers, underwriters, emergency assistance providers, medical providers and other external parties
- Supporting active emergency assistance and on-call cases, including urgent updates, handovers and case coordination
- Managing sensitive conversations with care, clarity and good judgement
- Escalating complex coverage issues, high-risk matters, complaints, potential fraud concerns or matters outside authority
- Contributing to quality, consistency, audit readiness and continuous improvement across the Claims team
🌟 What will help you thrive
This role would suit someone who has claims experience and is ready to work with more complex, sensitive or higher-value matters.
You’ll be a strong fit if you:
- Have experience in claims handling, ideally in travel insurance, insurance, financial services or another regulated environment
- Are confident interpreting policy wording and applying claims procedures
- Can work through detailed information and make considered recommendations
- Communicate clearly, calmly and respectfully, especially when conversations are sensitive
- Have strong attention to detail and high standards for file quality
- Understand the importance of accurate payments, reserves, records and decision notes
- Stay steady when priorities shift or matters become urgent
- Know when to own the next step and when to escalate
- Enjoy being part of a team that shares knowledge, improves processes and backs each other
Experience with complex, high-value, emergency assistance, medical or major loss claims would be highly regarded. Knowledge of GICOP, privacy, dispute resolution or insurance compliance requirements would also be helpful.
💛 Why Go?
We do things a little differently.
At Go Insurance, we care deeply about the customer experience, especially when things have gone sideways. Travel claims can be emotional, urgent and complicated, so we need people who bring both technical care and a human touch.
You’ll be joining a team that values quality, ownership, learning and practical support. We believe good claims work is not just about getting to an outcome. It’s about how clearly, fairly and respectfully we get there.
🌈 Not 100% sure you tick every box? That’s okay!
If this role feels like a great fit for you, but your experience doesn’t match every dot point, we’d still love to hear from you. We value diverse perspectives and believe great team members come from all walks of life.
🎁 What You’ll Get from Us:
🧘 Quarterly Wellbeing Days
✈️ Free Travel Insurance
🎉 Monthly celebrations and quarterly team events
🏆 GoTo Awards – our recognition program that celebrates awesome teammates
💚 Access to our Wellbeing Portal – help and support when you need it
💬 A culture of respect, teamwork and inclusion
📍 Office-based in Brendale
✈️Ready to make your move?
Apply now with your resume and a short cover letter telling us why you’d be a great fit for Go.
