Description:
At AIA we don’t simply believe in being ‘the best’. We believe in better – because there’s no limit to how far ‘better’ can take us. Everything we do is driven by our purpose to make a difference by helping people embrace Healthier, Longer, Better Lives. And every one of our people has an important part role to play. If you want to make a difference by helping shape a healthier, better-protected Australia, read on.
The opportunity:
Reporting to the Claims Team Leader your role is to proactively manage claims in accordance with policy terms and conditions and, where appropriate, the Insurance Contracts Act and other relevant legislation, ensuring that the client is given a fair assessment.
To do this successfully you will:
- Assess claims through the practical application of the policy terms and conditions
- Deploy reasonable application of claims management tools, resources and requirements in assessing a claim, ensuring that the client is given a fair assessment without compromising our reputation and/or brand in any way
- Communicate effectively in writing and over the phone using effective techniques when liaising with members for positive claim outcomes
- Confirm, and where appropriate, substantiate claim decisions to members, Trustees and/or intermediaries as appropriate.
- Pro-actively manage claims durations and engage with appropriate third parties such as rehabilitation to ensure sustainable return to work outcomes are facilitated.
- Investigate and resolve disputes
- Ensure Data Integrity is maintained in the claims system
Successful applications will demonstrate:
- Previous claims assessing experience in a general or life insurance environment, or relevant experience in an allied health environment (not essential)
- Proactively engage and communicate to enable a positive member experience across all touchpoints in the customer journey
- Ability to consistently build and maintain good, positive relationships with members, clients and other key stakeholders
- Ability to understand the importance of and then provide an excellent customer/client experience.
- Ability to listen with understanding and empathy and identify useful information for claims assessment.
- Ability to liaise with a broad range of people internally and externally whether in person, by phone or in writing, including obtaining and then sharing complex or technical information in an accessible manner.
- Ability to identify key issues and proactively find solutions.
- Ability to manage self in order to deliver to agreed outcomes and timelines.