AddressThe Claims team are responsible for the end-to-end management of home building residential claims. From the notice of first loss through to settlement, the Claims team provide policyholder support through the review and processing of building claims made against the DSH Insurance policy. Team members provide a tailored approach to claims management with a dedicated case manager for the life of the claim.
The team is responsible for their own portfolio of claims, responsible for the policyholder interactions both via telephone and electronic correspondence. Responsibilities also include the allocation and proactive management of suppliers and adherence to the GICOP including claims financial reserving, as well as payments to both suppliers and policyholders.
The team is required to liaise with multiple stakeholders and have complete customer ownership - whilst driving customer and policy outcomes through team leadership, guidance and monitoring. Ensuring the delivery and actioning of information (financial and procedural adherence - including GICOP) in line with the DSH Insurance policy and claims outcome expectations associated with the management of end to end claims functions.
The team participate in a roster to ensure national phone coverage is provided during operating hours of 8:00am-5:45pm Monday to Friday, with the exception of ANZAC Day, Easter, Christmas Day and Boxing Day.
The key duties of the position include
- Demonstrate commitment and willingness to understand the needs of Veterans.
- Determine and manage claims within authority levels and service standards.
- Provide advice on & arrange insurance policies. Lodge, determine & manage end to end claim functions and prepare written response to policyholder.
- Participate in a roster to ensure national phone coverage is provided during operating hours of 8.00am to 6.00pm.
- Insurance Compliance General Advice certification. Knowledge of Insurance Contracts Act and General Insurance Code of Practice.
- Monitor claim progress, complete follow up tasks and reviews and manage claim and policy matters as required.
- Participate in agreed projects which seek to improve the effectiveness and efficiency of DSHI's business operations as required.
- Contribute to setting team goals and work practises.
- Monitor own performance against team goals.
- Actively represent DSHI and promote the benefits provided.
- Provide support to the Senior Insurance Adviser/management as required.
