Description:
The Claims Consultant is responsible for the proactive management of a portfolio of life insurance claims in accordance with TAL’s claims philosophy, claims handling procedures, policy terms & conditions and in accordance with the Life Insurance Code of Practice and other legislative and regulatory requirements.
This may include but is not limited to;
- Adhering to external regulations (eg. Privacy and Life Insurance Code of Practice) and all relevant legislation and industry guidelines.
- Ensuring all interactions with Customers, Advisers and other internal and external stakeholders adhere to TAL’s Customer Service Culture through the provision of high-quality, accurate and compliant work.
- Contributing to department and company projects as required.
- Gathering and interpreting relevant information to form an appropriate claims strategy.
- Effective determination of correct benefit entitlement ensuring that legitimate claims are paid in a timely manner in accordance with policy terms and conditions.
- Working collaboratively with Technical Specialists, Recovery & Support Specialists, Health Services and other internal stakeholders.
- Arranging and participating in case conferences and peer case discussions, including preparation of documentation, record keeping and completion of agreed actions.
- Providing exceptional customer service, including proactively managing communication with customers and clients relating to the management of the claim and initiating support options, where appropriate.
- Customer and partner stakeholder management (e.g. advisers, trustees, fund administrators) whilst monitoring service delivery and quality.
Qualifications
You’re always accountable for your actions. You never give up. You strive to find the best outcomes for customers and partners. And you value working together to find the best solutions for problems.
- Experience in a similar claims management role in the Financial Services or Insurance Industry.
- Ability to build rapport and empathy with customers during difficult times and a commitment to delivering proactive, high quality customer service.
- Advanced time management and prioritisation skills.
- Demonstrated analytical and problem solving skills and attention to detail.
- Relevant tertiary qualifications in Business, Commerce, Health or Allied Health (desirable).
- Diploma or Cert IV in Life Insurance, or equivalent (desirable).