Suncorp Group is home to some of Australia and New Zealand’s most trusted names in insurance. At Suncorp New Zealand, we’re committed to protecting the wellbeing of Kiwis and being there for the moments that matter. Our purpose is building futures and protecting what matters - it's at the heart of everything we do.
We’re currently seeking a dedicated and experienced Claims Consultant - Complex Claims to join our team in Auckland on an 8-month contract.
In this role, you will handle more sensitive, technical, or escalated claims that may involve complaints, privacy-related requests, and review by the Claims Review Committee. This is not just about managing a claim, it’s about providing an empathetic, fair, and thorough approach to each customer’s situation while maintaining a strong understanding of policy, process, and regulatory requirements. You'll be required to communicate clearly and compassionately, especially when delivering difficult messages in writing or over the phone.
Key Responsibilities
- Investigate and manage a portfolio of complex motor claims, including those with complaints or privacy requests.
- Draft high-quality, empathetic written communications including declinature letters and responses to complaints.
- Support review processes such as internal reviews or Claims Review Committee submissions.
- Communicate clearly and sensitively with customers, balancing regulatory obligations with customer-centric service.
- Apply a sound understanding of insurance policy interpretation, legislation and dispute resolution best practices.
- Ensure thorough documentation and adherence to compliance, privacy, and process standards.
What You’ll Need to Succeed
- Proven experience in the insurance industry, ideally in motor claims or complaints resolution.
- Strong written communication skills - you're confident drafting clear, concise and professional letters and emails.
- A high level of empathy, emotional intelligence and resilience - especially when having tough conversations.
- Sound judgement and the ability to balance customer needs with business and regulatory requirements.
- Strong analytical and investigative skills, with attention to detail.
- Excellent time management, organisational and case management skills.
- Familiarity with complaints handling processes and relevant New Zealand legislation is a plus.
About Suncorp NZ:
We’re proud to be a part of the Suncorp Group family alongside some of Australia and New Zealand’s most trusted names in insurance – working together to bring about faster, simpler and better outcomes for our customers and corporate partners. Our commitment to strong, supportive partnerships extends to our people as well, and the opportunities and support we provide to help you thrive in your career with us. And with a shared customer-obsession and the digital capabilities to make a genuine difference, you’ll see the meaningful impact you can make for our customers and communities, while watching your own career shine too.
At Suncorp we believe we are our best when our workforce is as diverse, talented and passionate as the communities in which we live and operate, and where our people feel included, valued and connected. We are passionate about inspiring our people by creating a diverse, accessible, and inclusive culture, offering flexible work, career development and internal mobility, and building connected relationships amongst our team members and with our customers.
If you require more information or any support and adjustments to participate equitably in our recruitment process or in the workplace, we encourage you to contact Lisa.scanlon@suncorp.com.au for a confidential conversation.
If this role sounds like you, apply online today!
Apply now
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Advertised: New Zealand Standard Time
Applications close: New Zealand Standard Time