Motor Claims Consultant: Auto & General Australia

Job Purpose

• Process already-captured claims efficiently and accurately through drawing on the relevant criteria to ensure standardisation across the organisation to enable decision making on a claim.

Responsibilities

Customer Management (Internal)

• Help manage customer by carrying out standard activities to complete the customer request.

Data Collection & Analysis

• Ask questions, collect data from a variety of sources, analyse information and investigate claim.
• Make decisions according to established criteria to ensure standardisation across the organisation by accurately administrating and underwriting claims.
• Use appropriate tools to accurately cost applicable claims on a day-to-day basis.

Work Scheduling and operational compliance

• Organise own work schedule in order to get the job done, coordinating with support services and completed work within SLA.
• Ensure claims are finalised within the set parameters (turnaround time, terms and conditions applied accurately).
• Remain up to date with current and new product knowledge to enable effective decision making.

Administration

• Produce, update and provide best practice support to customers on the claims administration process and other departmental systems, in line with claims policy, rules and SLAs.

Correspondence

• Respond to routine requests using telephonic conversation or emails (internal and external).

Document Management

• Create, organise and maintain files containing the correspondence relating to policies and matters.

Document Preparation

• Prepare and manage claim documentation for customers.

TASKS

• Prepare insurance claim forms or related documents and review them for completeness.
• Enter claims information into database systems.
• Pay small claims.
• Calculate quantum amount of claim.
• Post or attach information to claim file.
• Transmit claims for further investigation.
• Contact insured or other involved persons to obtain missing information.
• Review insurance policy to determine coverage.
• Organise or work with detailed office records, using computers to enter, access, search or retrieve data.
• Provide customer service, such as limited instructions on proceeding with claims or referrals to auto repair facilities or local contractors.
• Finalise claims and communicate the outcome to the customer
• Listen and transcribe client conversations
• Request Client Conversation
• Retrieve Client Conversation
• Issue repair / replace vouchers
• Load and action 15-minute messages
• Complete Things to Do (TTD's) and requests
• Refer to Loss Adjuster when required
• Arrange to collect salvage - Non-Motor where applicable
• Arrange to collect salvage - Motor where applicable

Education

• Grade 12 / SAQA Accredited Equivalent (Essential)

Experience

• 1 or more years Financial Services industry experience (Essential); Call Centre Experience (Essential); STI experience (Advantageous); 1 or more years Claims Experience (Advantageous); At least 2-3 years’ experience in a Customer Service environment  (Advantageous).

Deadline:9th October,2026