Consultant, Niche Claims

Claims Consultant At IAG, we're ready for you. We're the largest general insurance group in Australia and New Zealand. Our family of brands turns the IAG purpose of making your world a safer place into action by helping everyday Aussies and New Zealanders, supporting their ambitions and making insurance accessible. As a Claims Consultant, you'll be at the heart of our customer experience. From the moment a customer reaches out, you'll help guide them through their claims with clarity, care and confidence. You'll assess situations individually, make informed decisions, collaborate with repair networks, and keep the process moving smoothly — delivering fair outcomes with empathy and professionalism. This is a permanent full-time role based in Naarm (Melbourne). Training: To set you up for success, you'll complete 4-6 weeks full time training, Monday to Friday, 8:30am–5:00pm. Post training roster: Once training is complete, you'll move to a rotational roster between 7:15am and 7:00pm, Monday to Friday. This is a permanent full-time role based in Naarm (Melbourne). What You'll Do:

• Support customers throughout their claims journey, assessing each situation individually to ensure fair, correct and timely action
• Communicate with customers through multiple channels including phone and email, keeping them updated and informed throughout their claim
• Investigate and analyse information from customers and suppliers to validate and assess claims
• Liaise with suppliers and repairers to ensure work and replacements are coordinated effectively and on time
• Manage settlement of claims within delegated authority, maintaining accurate, clear and compliant records of every interaction
• Maintain up to date individual and team worklists to ensure workflow is well managed and service expectations are met

What You'll Bring:

• Customer facing experience (e.g. retail, hospitality, service roles)
• Strong communication skills and confidence handling a variety of customer scenarios
• Experience in conflict resolution, with the ability to manage difficult conversations calmly and professionally
• Proficiency with Microsoft Office, including Word, Excel and confidence navigating multiple systems
• Strong organisational skills with the ability to manage workloads efficiently
• Insurance industry experience is highly regarded

What We Offer:

• Boosted superannuation with 13% as standard.
• 20 days annual leave + 5 days MyLeave (extra leave for what's important to you).
• Work from home and many more flexibility options with myFlex.
• Up to 50% off personal insurance, including home and motor insurance.
• Partner discounts on private health insurance, tech & appliances, and many more.
• Industry-leading 20 weeks paid parental leave.
• Access to LinkedIn Learning, the award-winning IAG Academy, study assistance and secondment opportunities.
• *employment type eligibility criteria apply

Adjustments and Support: If you require any support or adjustments to participate equitably in our recruitment process, we encourage you to reach out to [email protected] for a confidential conversation. More About Us: As part of IAG you'll enjoy a world of career opportunities, a purpose-led place focused on creating connection and belonging, and where you can create meaningful impact every day and grow your career beyond the expected. That's not just words. It's our people promise. We're ready for you with unexpected opportunities for your career, your work-life and your ability to make a difference. We celebrate all viewpoints shaped by life experiences and culture, and are guided by the knowledge and voice of Aboriginal and Torres Strait Islander peoples, businesses, and communities. We collaborate on Indigenous-led solutions that enable growth and create meaningful change for our customers and employees. Apply tot his job Apply To this Job