Australian Insurance Claims Support Officer

Claims Support Officer

Remote | Philippines-Based | AEST Hour

To Apply ----------

The Claims Support Officer will provide administrative support to the Claims Consultant and help progress insurance claims accurately and promptly. Working under the Claims Consultant’s direction, the role will assist with claims lodgements, insurer follow-ups, documentation requests, record maintenance, and general claims administration for an Australian insurance broking firm.

KEY RESPONSIBILITIES

Claims Lodgements

• Assist the Claims Consultant with lodging new insurance claims
• Gather and collate the required information, then lodge claims accurately and promptly in accordance with the Claims Consultant’s instructions
• Record claim details and relevant updates in the appropriate systems and CRM

Insurer and Claims Follow-Up

• Contact insurers, claims teams, and assessors to obtain updates on outstanding claims
• Make follow-up calls and remain on hold as required to confirm claim status, outstanding requirements, and next steps
• Follow up when responses, reports, assessments, or decisions are overdue
• Monitor insurer commitments and follow up agreed actions within the required timeframes
• Escalate delays, issues, or concerns promptly to the Claims Consultant

Documentation and Information Requests

• Send follow-up correspondence to clients or relevant parties only as instructed by the Claims Consultant
• Request required claim documentation, including causation reports, damage photos, dates of loss or event, quotes, scopes of work, invoices, receipts, proof of ownership, and repair or replacement information
• Follow up outstanding documentation and report progress to the Claims Consultant
• File and record all information received accurately in the appropriate claim file and system

Claims Administration

• Monitor open claims and maintain accurate, current claim records
• Diary and action follow-ups to help keep claims progressing
• Review insurer correspondence, identify outstanding actions, and prepare relevant information for the Claims Consultantz
• Maintain organised claim files and save all correspondence and supporting documentation correctly
• Complete general claims administration and other tasks as directed by the Claims Consultant

REPORTING STRUCTURE AND ROLE BOUNDARIES

The Claims Support Officer reports directly to the Claims Consultant and performs all duties under their direction. This is primarily an administrative and support-based role.

• The role does not independently manage client relationships, provide claims advice, or make decisions on behalf of the broker or Claims Consultant
• All client-facing matters and substantive claims discussions remain the responsibility of the Claims Consultant
• Client or third-party follow-ups must be limited to the specific tasks and instructions provided by the Claims Consultant

SKILLS AND EXPERIENCE

You Must Have

• Previous experience in administration, claims support, insurance support, or a similarly process-driven role
• Strong attention to detail and accuracy when handling claim information and documentation
• Excellent organisational and time-management skills, with the ability to monitor multiple follow-ups and deadlines
• Clear and professional communication skills, including confidence contacting insurers and other parties for factual updates and outstanding information
• Ability to follow detailed instructions, work within defined authority, and escalate issues appropriately
• Proficiency in Microsoft Office and confidence learning CRM and claims-management systems
• Ability to handle confidential information responsibly and work full-time during Australian business hours, Monday to Friday

Nice to Have

• Experience working for an insurance brokerage or general insurer
• Previous exposure to insurance claims lodgement and claims administration
• Experience communicating with insurers, claims teams, loss assessors, or repairers and using insurance, claims, or CRM systems
• Basic understanding of the general insurance claims lifecycle and its common documentation

To Apply ----------