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.

About The Role

• Full-time and onsite at our Chermside office, 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

About You

• 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

Don't tick every box?

We understand that many skills are transferable, so even if you don't tick all the boxes, we encourage you to apply while taking into consideration 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.

Perks and Benefits

• Great work/life balance
• 22 days of annual leave, plus volunteer leave, and yearly salary reviews
• Career progression opportunities – we believe in promoting from within
• Paid induction training and ongoing career development
• An awesome work culture that encourages creativity and celebrates diversity
• Ideally located surrounded by numerous eatery and retail options 
• Discounted insurance products
• Discounted gym memberships through Fitness Passport
• Free skin checks, flu jabs, and wealth mastery sessions
• End of trip facilities
• Casual dress code
• Parking options

Ready?

Join our mission to revolutionise the insurance industry by putting the customer first. Apply now to be part of our growing success story as an Investigator at Youi.