About Company
Tower Insurance is a leading New Zealand general insurer, known for its innovation and commitment to providing straightforward, transparent, and customer-focused insurance solutions. With a rich history spanning over 150 years, Tower has evolved into a forward-thinking, digital-first company dedicated to protecting what matters most to New Zealanders. We pride ourselves on our agile approach, leveraging technology to enhance the customer experience and streamline claims processes. Our culture is built on trust, respect, and a passion for making a real difference in people’s lives during their moments of need. At Tower, you’ll be part of a supportive team that values collaboration, personal growth, and community involvement, all while contributing to a vital service that impacts thousands of customers nationwide.
Job Description
Are you a highly empathetic and analytical individual with a knack for problem-solving under pressure? Tower Insurance is seeking a dedicated Insurance Claims Specialist to join our dynamic ‘Liveops’ team in Auckland. This full-time role offers an immediate start for someone ready to hit the ground running in a fast-paced, real-time customer interaction environment. As a Claims Specialist, you will be the front-line hero, guiding our customers through their claims journey with expertise, efficiency, and genuine care. You’ll manage a diverse portfolio of general insurance claims, from initial notification through to settlement, ensuring a seamless and positive experience during what can often be a challenging time for our policyholders. This role requires exceptional communication skills, a meticulous eye for detail, and the ability to make sound decisions swiftly. You will leverage modern claims management systems and collaborate closely with various internal departments to achieve optimal outcomes. If you thrive in an environment where your quick thinking and compassion directly contribute to customer satisfaction and operational excellence, we encourage you to apply and become a pivotal part of Tower’s commitment to protecting New Zealanders.
Key Responsibilities
- Manage the end-to-end claims process for various general insurance products (e.g., home, contents, motor), from first notification of loss to final settlement.
- Engage with customers in real-time via phone, email, and digital channels, providing empathetic support and clear communication throughout their claims journey.
- Investigate, assess, and determine liability for claims accurately and efficiently, adhering to policy terms and conditions.
- Negotiate settlements with policyholders and third parties, ensuring fair outcomes and effective resolution of disputes.
- Maintain meticulous records of all claims interactions, decisions, and documentation in accordance with regulatory requirements and internal policies.
- Collaborate effectively with internal teams, including underwriting, legal, and loss adjusters, to facilitate smooth claims processing.
- Identify and escalate complex or high-risk claims to senior specialists or management as appropriate.
- Proactively seek opportunities to improve claims processes and enhance the overall customer experience.
- Stay updated on industry trends, product knowledge, and relevant legislation to ensure compliance and best practice.
Required Skills
- Minimum 2 years of proven experience in general insurance claims handling or a similar customer-facing role within the financial services sector.
- Exceptional verbal and written communication skills with a strong ability to articulate complex information clearly and concisely.
- Demonstrated analytical and critical thinking abilities for effective claims assessment and problem-solving.
- Proficiency in using claims management software and standard office applications (e.g., Microsoft Office Suite).
- Ability to thrive in a fast-paced, high-volume environment, managing multiple claims efficiently under pressure.
- High level of empathy, patience, and a genuine commitment to delivering outstanding customer service.
- Solid understanding of insurance principles, policy wordings, and the relevant regulatory framework in New Zealand.
Preferred Qualifications
- A tertiary qualification in Business, Law, or a related field.
- Experience with digital claims platforms and tools.
- Knowledge of specific New Zealand insurance regulations and Fair Insurance Code.
- Previous experience in a contact centre or 'Liveops' environment.
- Completion of industry qualifications such as the ANZIIF Certificate in Financial Services (General Insurance) or equivalent.
Perks & Benefits
- Competitive salary package with performance-based incentives.
- Comprehensive health and wellness programmes.
- Generous employee insurance discounts across Tower products.
- Ongoing professional development opportunities and career progression pathways.
- A supportive, inclusive, and collaborative team culture.
- Flexible hybrid working model, balancing office collaboration with remote work flexibility.
- Modern office environment located in the heart of Auckland CBD.
- Regular social events and opportunities for community involvement.
How to Apply
Ready to make a real impact with a leading New Zealand insurer? If you meet the qualifications and are excited by this opportunity, we encourage you to apply directly by clicking the link below. Please ensure your CV and cover letter highlight your relevant experience and why you are the ideal candidate for this role. We look forward to reviewing your application!