Retail Ip - Claims Consultant

Welcome to This Australian Life. 

From the millions of Australians we protect, to those that make it happen every day at TAL, people really are what we’re all about. We want to grow with you. Achieve with you. And support you to do your best work. That's why we're focused on developing leadership, promoting diversity, rewarding excellence, and retaining great talent.

We're always looking for people who want to go further with us. People who do what’s right, aim high, and work smart.  Why not discover where we can go?

The Claims Consultant is responsible for the proactive management of a Retail IP 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.  

Claims handling and management

• Manage a portfolio of life insurance claims in a proactive, cost-effective manner, ensuring accurate claim assessment in line with policy terms and conditions and active engagement with key stakeholders to deliver timely outcomes for customers.  

This includes but is not limited to:

• Gathering and interpreting relevant information to form an appropriate claims strategy.
• Effective case noting and record keeping in line with claims handling guidelines.
• Effective determination of correct benefit entitlement ensuring that legitimate claims are paid in a timely manner in accordance with policy terms and conditions.
• Adherence to the designated delegation of authority and associated processes.
• Assess and initiate appropriate support options tailored to the customer’s needs where appropriate.
• Work Collaboratively with Technical Specialists, Recovery & Support Specialists, Health Services and other internal stakeholders.
• Arrange and participate in case conferences and peer case discussions, including preparation of documentation, record keeping and completion of agreed actions.
• Identify and escalate issues as required to ensure timely claims management and communications.  

Client Service

• Provide 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.

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. 

Your key skills may include:

• 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)

As part of the recruitment process, there are a number of checks which may be conducted to demonstrate your eligibility for a role at TAL including Criminal History, Bankruptcy, Entitlement to Work, Regulatory and Reference Checks.

At TAL we value diversity in all its forms and are committed to fostering an inclusive and equitable culture for all our people. We encourage Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those with caring responsibilities, people living with disability, and individuals from the CALD and LGBTQI+ communities to apply. Even if you don’t check every box in the criteria above, we encourage you to apply today or get in touch with us here. 

To provide you with the best experience, we can accommodate you at any stage of the recruitment process. Simply inform our Recruitment team at any time.

TAL is recognised by the Workplace Gender Equality Agency as an Employer of Choice.  We are proud to be a member of Diversity Council Australia and the Australian Network on Disability. For information on our reconciliation journey, take a look at our Innovate Reconciliation Action Plan.

We acknowledge the Traditional Custodians of the Land in which our Head Office is based, the land of the Gadigal people of the Eora Nation, and recognise their deep connections to the land, sea, and culture.
We extend this acknowledgment to the many Traditional Lands that we operate across and pay our respects to Elders past, present, and emerging.

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Everyone at TAL has a responsibility to do the right thing and is accountable for the way they conduct themselves. Our expectations are that you follow the principles set out in our Code of Conduct when you come to work every day. Risk management is everyone’s responsibility.

If you are already a TAL employee please apply via the SmartRecruiters button in Workday and navigate to the Employee Portal. This is important to ensure that your application is recorded accurately.