Job Description

This isn't your typical customer service role. As a Claims Advisor, you'll combine empathy, resilience and sound judgement to support customers during life's unexpected challenges, delivering claim decisions with honesty, transparency and care.

Claims Advisors are responsible for delivering claim decisions to policyholders - sometimes delivering difficult news but always with clarity, respect and empathy. This is a fast-paced role where emotional intelligence and resilience are key because this role will support customers during challenging moments while upholding our commitment to transparency and fairness. This role goes beyond traditional customer service; it requires a deep understanding of people and the ability to navigate sensitive conversations with professionalism and care.

Responsibilities

• Communicate declined claim outcomes with confidence, empathy and professionalism
• Breakdown complex claim decisions in a way that is easy to understand and supportive
• Act as a bridge between policyholders and assessors, ensuring a smooth and transparent claims process
• Maintain detailed and accurate records while contributing to process improvements
• Work effectively under pressure and meet deadlines without compromising on quality or customer care.
• Provide ad hoc support to the Claims Administration team as required.

Experience, Qualifications & Skills

• Empathy & Emotional Intelligence – You understand the importance of delivering sensitive information with compassion and care. You can read the room, adapt your tone, and provide reassurance, even in difficult conversations.
• Exceptional Communication Skills – You’re confident in both verbal and written communication, able to explain complex matters clearly and concisely.
• Professional Maturity & Resilience – You can navigate high-pressure situations with composure and confidence, maintaining professionalism at all times.
• Customer-Facing Experience – Ideally, you have worked in a role that required you to handle sensitive conversations, complaints, or decision explanations.
• Ability to Work Under Pressure – You thrive in a fast-paced environment where deadlines matter.