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About the Role
This 2-year fixed-term role is responsible for promptly assessing claims in line with contract terms and conditions, and for coaching and supporting the Claims Assessment team.
Responsibilities
- Manage a portfolio of Group and Retail Life Insurance claims (Income Protection, TPD, Trauma, Terminal Illness and Death) in line with regulatory requirements, policy terms, service standards and company procedures.
- Assess and review complex claims, including responding to claim review requests from insured members, representatives and Superannuation Fund Trustees.
- Build and maintain strong relationships with clients and key internal and external stakeholders, including medical, rehabilitation and investigative providers.
- Lead and contribute to claims forums, providing guidance on complex cases and supporting consistent decision-making.
- Coach, mentor and develop Claims Assessors to enhance capability and performance across the team.
- Support the management of workflow, complex claims, complaints and reporting to ensure service level commitments are achieved.
- Contribute to continuous improvement initiatives, projects and process enhancements that improve customer, team and business outcomes.
- Maintain current industry knowledge and ensure business processes and documentation remain accurate and up to date.
Requirements
- Strong technical knowledge of Group and Retail Life Insurance claims.
- At least 5 years' Life Insurance Claims experience.
- Advanced Excel skills.
- Strong understanding of relevant legislation and regulatory requirements, including the Insurance Contracts Act, LICOP and RG271.
- Some experience using AI-enabled tools to enhance productivity, quality and customer outcomes within a regulated environment is desirable.
- Excellent analytical, problem-solving and organisational skills.
- Keen attention to detail and the ability to effectively manage competing priorities.
- Strong written and verbal communication skills.
- Ability to build and maintain effective stakeholder relationships.
- Professional integrity, sound judgement and the ability to handle sensitive information with discretion and confidentiality.
- Customer-focused and empathetic approach.
- Strong coaching and mentoring capabilities.
- Ability to work independently, collaborate effectively within a team and consistently deliver to deadlines.
- Unrestricted permanent rights to work in Australia (Australian citizenship or permanent residency only).
Skills
- AI-enabled tools
- Analytical skills
- Communication skills
- Coaching
- Collaboration
- Customer focus
- Data-driven decision making
- Excel
- Empathy
- Industry knowledge
- Mentoring
- Organisational skills
- Problem-solving
- Process improvement
- Stakeholder relationship management
- Technical knowledge of Life Insurance claims
Location
- Sydney
Work Type
- Hybrid working arrangements
Experience Level
- Senior
- 5 years' Life Insurance Claims experience
Education Level
- ANZIIF and/or ALUCA qualifications will be highly regarded
Benefits
- Structured onboarding
- Hybrid working arrangements
- Employee Assistance Program (EAP)
- Professional development
- Wellbeing programs
- Engagement programs
About the Company
- Hannover Re employs more than 4,000 people across locations worldwide.
- Our strength is connecting power, relying on each other to achieve more.
- Our purpose is beyond risk sharing – we team up to create opportunity.
- We deliver innovative, customised solutions in an environment where yesterday’s answers may not meet tomorrow’s challenges.
- This mindset has made us one of the world’s leading and most profitable reinsurance groups and a trusted, reliable employer.
- In Australia and New Zealand, Hannover Re is a major player in the Life & Health reinsurance market.
- Locally, we combine the agility of a small, nimble team with the financial strength and global reach of one of the world’s largest reinsurers.
- We are an international organisation with short decision paths, an open feedback culture, and a strong sense of community built on respect, collaboration and mutual support.
- We offer continuous learning, exposure to global perspectives, and the opportunity to contribute ideas, innovate and shape your career.