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QUS Complex Claims Examiner

Your future team:

Picture yourself building a successful career at AIG working alongside other talented, highly motivated individuals committed to reaching our goal of becoming the world’s leading insurance provider. We believe that our success depends on building a world class team. If you would like to be a part of our team, we invite you to consider putting your talents to work with the AIG claims department. Claims at AIG are a combination of different functions, business divisions such as life and retirement, general insurance and global claims, which makes us unique at AIG. Our specialised functions are delivering on AIG’s promise to our customers, our clients, our shareholders, and each other. Thanks to our global network of highly-skilled professionals, we can mobilise experts from around the world to provide reliable, responsive claims service wherever and whenever our clients need it.  

Reporting to the QUS claims team leader, you will investigate, evaluate, negotiate and settle claims cases by collecting and analysing data according to policy application and/or contract provisions and determine whether to accept or deny a claim based on all documentation received.  

Your contribution at AIG:

As a contributor at AIG you are the one the clients turn to in times of need. You act with speed, composure, compassion and knowledge to solve problems and the work you do every day is the heart of AIG’s business.

Accountabilities/responsibilities:

1. Functional responsibilities:

  • Utilising acceptable investigation claims handling and settlement techniques that achieve cost effective and timely closure results by obtaining, reviewing and analysing documentation, policy provisions and other records
  • May require additional contact with other parties (i.e. employer, claimants, third parties such as builders etc. as deemed necessary
  • Utilises diary system to proactively resolve outstanding issues and to ensure timely processing and closure of claim
  • Providing timely service throughout the life of the claim by meeting all service level agreements, initiating timely contact to all appropriate parties, and responding to incoming inquires according to company policy and procedures
  • Maintaining accurate system data and documentation by collecting, recording, analysing, and summarising information
  • Determining and timely sets appropriate reserves within authority level
  • Identifying subrogation opportunities and fraud potential and make appropriate referrals
  • Providing mentorship to less tenured examiner
  • Striving for continuous improvement on claim file handling with feedback and support through the Quality Assurance Review processes
  • Contributing to maintenance of best practice procedures for (LOB) claims, consistent with global best practice
  • Demonstrating a basic standard of technical claims competence for handling lower complexity claims
  • Handling claims allocated within agreed level of authority limit.

2. Accountabilities:

  • Timely, accurate and customer focused claim resolution, minimising indemnity exposure and mitigating vendor and legal expense
  • Consistent proactive claims handling on an ongoing basis (i.e. initial file review, investigations and liability, negotiations and settlement, and litigation management)
  • Effective communication of key claims and (LOB) portfolio messages to internal stakeholders
  • Financial control through consistent reserve and other financial transaction discipline
  • Accurate and consistent policy interpretation.

3. Line of business specialist knowledge:

  • Property – strata, real estate/office, leisure (hotels, resorts, fitness etc.) 

What we are looking for:

  • Experience in dealing with business pack, residential and/or commercial strata claims including  loss of rents matters is essential
  • Ability in the interpretation and application of policy wordings
  • Experience adjusting lower level complexity claims
  • Ability to prioritise and multi-task effectively in a fast paced environment
  • Ability to communicate information clearly and concisely both verbally and in writing
  • Proficiency in desk management, phone etiquette, time management and dealing with difficult customers
  • Experience with claim negotiations and interpersonal flexibility is a necessity
  • Experience in the appointment and  management of various stakeholders including loss adjusters, lawyers and other experts.

AIG

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Summary

Classification:
Claims
Reference:
JR1802090
Salary:
Not Specified
Work Type:
Full Time
Location:
Brisbane
Date Posted:
13/02/2018
Closing Date:
15/03/2018
Advertiser:
AIG