As a Claims Investigator, you will focus on conducting thorough and transparent investigations of insurance claims to ensure the best outcomes for both the business and the customers, and therefore requires a delicate balance between empathy and adherence to policies. This role offers variety and challenge, with a focus on fairness and transparency for both customers and the business, and suits an individual with a background in investigation, strong interpersonal skills, and an understanding of insurance practices, particularly claims investigations.

It is important to consider the best part of the job is working to find a balance between looking after customers' and the company's interests, while on the other hand, one of the challenging aspects is making unfavourable decisions that can have financial implications for customers.

What you'll be doing

• A full-time role in-office at Chermside, working a 9-day fortnightly roster
• Triage claims: Assess incoming claims to determine whether investigations are required. This involves an initial evaluation to understand the circumstances of the claim and whether an investigation is required to reach the right outcome on the claim
• Conduct investigations: Investigate claims across various risks to detect and prevent fraud and policy breaches. This likely involves gathering evidence, conducting interviews, obtaining statements from involved parties, critically analysing documentation, and information, and evaluating policy terms and conditions
• Claims forum: Present the findings of your investigations at our internal Claims Forum. This will involve sharing your insights, analysis, and recommendations to ensure transparency and informed decision-making
• Decision-making: Make informed decisions in line with Youi’s Claims Philosophy based on the investigations conducted. These decisions could pertain to the validity of claims, coverage eligibility, and potential actions to be taken

What great looks like

• Experience: Prior experience in conducting interviews, obtaining statements, would be beneficial for success in this role
• Presentation skills: The ability to present investigation findings confidently at the Claims Forum is important
• Knowledge: Familiarity with Part 15 - Claims Investigations Standards of the General Insurance Code of Practice is crucial for adhering to industry standards
• Problem-solving: Ability to analyse complex situations, identify issues, and develop solutions is important for conducting thorough investigations
• Empathy and Communication: Effective communication and empathy are essential for interacting with customers, understanding their situations, and conveying decisions
• Negotiation skills: You might need to negotiate with various parties to gather information, resolve disputes, and ensure fair outcomes
• Logical thinking: A logical mindset is valuable for analysing evidence, identifying patterns, and drawing sound conclusions
• Results-driven: A focus on achieving the best outcomes for both customers and the business is key

If you're looking for a role where you can apply your current investigation skills and build your claims knowledge, you’ll likely love it here.

What you get

• Set start and finish times so you can plan life outside work
• A 9-day working fortnight, with every fortnightly Friday off as an RDO
• 22 days annual leave, plus volunteer leave and yearly salary reviews
• Real pathways to grow your career, with plenty of people promoted from within
• Paid training at the start and ongoing coaching as you grow
• A team environment where people back each other and keep things real
• An award-winning reward and recognition program
• Free skin checks, flu jabs, and financial wellbeing sessions
• Discounted gym access through Fitness Passport
• Discounted Youi insurance products
• End-of-trip facilities and casual dress code
• Parking options available

Ready?

Hit Apply and we'll circle back.

Why Youi

We’re here to make insurance more human. That means getting to know our customers properly so we can support them when it matters most. And it means supporting our people to grow, not just get through the day. Here, you’ll be trusted to own your work, while knowing support is there when you need it. You’ll see the outcomes of what you do, in real time, for real customers.

Your career can be shaped around who you are with work that’s a bit more you-shaped.