Complex Claims Resolution Manager

1 week ago


Auckland, Auckland, New Zealand Suncorp Full time

Suncorp New Zealand is committed to protecting the wellbeing of Kiwis and being there for the moments that matter.

This role plays a critical part in delivering on this purpose, handling complex claims that require a high level of expertise and customer-centric service.

Job Description
  • Manage a portfolio of complex motor claims, identifying areas of risk and developing strategies to mitigate them.
  • Draft high-quality written communications, including declinature letters and responses to complaints.
  • Support review processes, ensuring thorough documentation and adherence to compliance, privacy and process standards.
  • Provide exceptional customer service, balancing regulatory obligations with customer-centric principles.
  • Apply a sound understanding of insurance policy interpretation, legislation and dispute resolution best practices.
What You'll Need to Succeed
  • Proven experience in the insurance industry, preferably in motor claims or complaints resolution.
  • Strong written communication skills - 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 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.


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