Senior Claims Consultant

Company Description

At TAL, we're committed to helping our people build meaningful careers while making a real difference to Australians. Internal career opportunities are an important part of how we develop capability, support career growth and create opportunities for our people to explore new challenges across the business.

This role offers an opportunity to broaden your experience, build new skills, expand your network and continue your development within TAL. Whether you're looking to deepen your expertise, take on new challenges or explore a different area of the business, internal opportunities help our people continue to grow and develop their careers.


Job Description

As a Senior Claims Consultant, you’ll play a critical role in our Group Claims team, guiding customers through life insurance claims with care, expertise, and efficiency. You will be responsible for the proactive management of a 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. A key focus of this role involves providing a best-in-class customer and client (e.g. advisers, trustees, fund administrators) experience, including regular communication in relation to the status of claims and managing expectations, to deliver on quality health and claim outcomes.

In this role you will:

• Manage a portfolio of complex Group Life Insurance claims, balancing customer needs with policy and business requirements.
• Communicate effectively with customers, advisers, and treating practitioners via phone and written correspondence.
• Interpret policy terms, underwriting decisions, and non-disclosure matters to determine claim eligibility.
• Analyse complex financial and medical information to make sound, evidence-based claims decisions.
• Develop and monitor Return to Work (RTW) plans in collaboration with customers and healthcare providers.
• Lead case conferences and employ strategies to gather critical information on customer conditions and work capacity.
• Collaborate with internal and external stakeholders, including underwriters, rehab consultants, legal and medical officers, and reinsurers.
• Mentor junior staff and contribute to technical leadership across the claims team. Qualifications
• At least 4-6 years’ experience in Claims across Group Life Insurance claims with experience in TPD and Income Protection Claims Ability to build rapport and empathy with customers during difficult times and a commitment to delivering proactive, high quality customer service.
• Comfortable navigating claims systems (Fineos, Genesis, OneNote, and Excel) Diploma or Cert IV in Life Insurance, or equivalent (desirable).
• Relevant tertiary qualifications in Business, Commerce, Health or Allied Health (desirable).
• Demonstrated analytical and problem-solving skills and attention to detail.
• Advanced time management and prioritisation skills.

Why Consider This Opportunity?

This is an opportunity to:

• Build your expertise and develop new skills in a different area of the business
• Expand your network and collaborate with stakeholders across TAL
• Contribute to strategic initiatives that support our customers, partners, and people
• Continue building your career through experiences that broaden your capability, strengthen your network and support your long-term development goals.

Additional Information

Before applying, ensure you have an open conversation with your People Leader about your interest in this opportunity and your career development goals.

If you have questions about the role, please reach out to the Talent Acquisition Partner listed on the requisition.

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.