At AIA, our vision is to help people live healthier, longer, better lives by encouraging them to make positive lifestyle changes one step at a time. Our firm belief is that by following our Operating Philosophy of doing the right thing, in the right way with the right people, the results will come. AIA Insurance for Life, Health and Wellbeing. The Opportunity at AIAReporting to the Claims Team Leader your role is to proactively manage claims in accordance with policy terms and conditions and, where appropriate, the Insurance Contracts Act and other relevant legislation, ensuring that the client is given a fair assessment. Some of the key responsibilities Assess claims through the practical application of the policy terms and conditions Deploy reasonable application of claims management tools, resources and requirements in assessing a claim, ensuring that the client is given a fair assessment without compromising our reputation and/or brand in any way Communicate effectively in writing and over the phone using effective techniques when liaising with members for positive claim outcomes Confirm, and where appropriate, substantiate claim decisions to members, Trustees and/or intermediaries as appropriate. Pro-actively manage claims durations and engage with appropriate third parties such as rehabilitation to ensure sustainable return to work outcomes are facilitated. Investigate and resolve disputes Ensure Data Integrity is maintained in the claims system To be successful in the role you will Previous claims assessing experience in a general or life insurance environment, or relevant experience in an allied health environment (not essential) Proactively engage and communicate to enable a positive member experience across all touch points in the customer journey Ability to consistently build and maintain good, positive relationships with members, clients and other key stakeholders Ability to understand the importance of and then provide an excellent customer/client experience. Ability to listen with understanding and empathy, and identify useful information for claims assessment. Ability to liaise with a broad range of people internally and externally whether in person, by phone or in writing, including obtaining and then sharing complex or technical information in an accessible manner. Ability to identify key issues and proactively find solutions. Ability to manage self in order to deliver to agreed outcomes and timelines. Healthier, Longer, Better Lives At AIA, wellbeing is at our core. We understand that healthy employees are happy employees. That’s why we have a culture of care that promotes wellbeing and flexibility, recharge days, flexible work arrangements and an AIA Vitality membership. We focus on career development, people development and leadership capability, so that you’ll be nurtured and have every opportunity to reach your full potential. We recognise your efforts and hard work because we understand that everyone in our AIA family is important. When people feel valued, they become more productive and satisfied, and we want you to feel inspired every day. We are an equal opportunity employer that embraces and values diversity and inclusion in our workforce. We believe that for people to be their best selves at work, they must feel they can be themselves. We celebrate both our differences and similarities including how we dress, and we trust our employees to dress appropriately and comfortably for their day. You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.