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Senior Claims Consultant, Accident

4 months ago

Manukau, Auckland, New Zealand Combined Insurance Full time

Your Role:


The primary purpose of this role is to produce a high quality work product on claims through prompt and professional contact with customers and brokers and through the effective investigation, reserving and adjustment of claims incurred by insureds or third parties.

Maintaining communication between brokers, Insured's and other associated parties will be critical.

Your Responsibilities:

  • Manage a portfolio of claims for Accident & Health and /or Consumer insurance claims as allocated and assist processing other Retail claims as required.
  • Assess claims in accordance with Chubb's service level and quality requirements and the Fair Insurance Code. This includes determining coverage, reserving within timeframes, making payments, responding to customer queries, providing updates, and requesting additional information as needed to manage a claim.
  • Communication by telephone and written correspondence to brokers, claimants and others as required.
  • Respond to enquiries and escalations of matters from underwriters, brokers and customers, and work with underwriters, the
  • Compliance Department and other departments of the company as needed.
  • Where applicable, review income replacement claims for payment of periodic benefits at lodgment stage and at key points in the claim cycle and develop strategies for claim management and successful return to work of the claimant where possible.
  • Participate in claims meetings with internal and external stakeholders as required.
  • Manage Emergency Assistance cases end to end as allocated.
  • Facilitate payment of claims costs and service provider fees including reconciliation and liaison with Chubb's Shared Services
  • Unit overseas and the service providers.

Provide technical advice, instructions and coaching to Chubb Business Services Philippines (CBSP) and other outsourced service providers or claims administrators as required on claims within delegated authority limit.


  • Monitor performance and processes of service providers to make recommendations in respect of process and contract compliance, escalating breaches to Claims Management.
  • Assist in daily payment, audit, and other administrative tasks as required.
  • General assistance within the Claims Department and adoption of other duties in response to altered business needs and staff changes.