Claims Administrator, Insurance Experience

Role Overview

• Supporting the efficient and accurate processing of insurance claims.
• Liaising with customers, veterinary practices, and internal stakeholders to gather required information.
• Assessing claims and communicating outcomes.
• Actively chasing, requesting and gathering information required for claims assessment and underwriting referrals.
• Approving claims and communicating outcomes clearly to customers.
• Communicating claim decline decisions professionally and sensitively.
• Responding to claim enquiries via phone and email.
• Answering and resolving inbound customer queries.
• Maintaining clear, efficient communication with customers and stakeholders.
• Ensuring customer satisfaction is exceeded while meeting service standards.
• Producing high-quality documentation and maintaining accurate records.
• Completing a variety of administrative tasks with attention to detail.
• Ensuring team SLA and KPI targets are consistently met.
• Maintaining comprehensive knowledge of company products.
• Undertaking regular learning and development in line with company requirements.
• Sharing knowledge and expertise with colleagues.

Requirements

• Tertiary Qualification or relevant work experience (e.g. Business Administration, Office Administration, Communications, or a related discipline).
• Proven experience in a customer service/administrative role (Insurance and claims experience advantageous but not essential).
• Strong written and verbal communication skills, with the ability to handle sensitive situations professionally.
• High level of attention to detail and accuracy.
• Strong organisational and time management skills.
• Ability to manage multiple tasks and meet deadlines.
• Problem-solving mindset with a proactive approach.
• Ability to work both independently and collaboratively within a team.
• Competency in using internal systems and Microsoft Office applications.
• Willingness to learn and maintain knowledge of company products and regulatory requirements.

Benefits

• Work from home
• Mon
• Fri: 5:00 PM – 2:00 AM PHT or 4:00 PM – 1:00 AM PHT (adjustments will be made for daylight saving time)
• HMO with 1 free dependent and medical reimbursements
• Government-mandated benefits
• Work from home allowances
• Opportunities to work with leading companies in Australia and beyond
• Training programmes for career development
• Engaging company outings, team activities and wellness sessions
• Supportive, inclusive culture
• Dedicated managers focused on your growth and success