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Supports life insurance claims consultants with administrative tasks, documentation, follow-ups, customer communications, data corrections, claim closures, workflow management, and stakeholder calls. The role includes comprehensive training, claims system administration, process improvement participation, and maintaining knowledge of life insurance policies and procedures.

Develops and maintains claims knowledge materials, forms, and communications aligned with regulatory requirements and company policy. Translates regulatory and business changes into practical guidance for claims teams, provides policy expertise, supports assurance and regulatory engagement, and leads initiatives to improve compliance, reduce risk, and enhance customer claims outcomes.

Leads a life insurance claims team, ensuring fair, timely, customer-focused outcomes. Responsibilities include coaching staff, overseeing complex and escalated claims, managing workloads and operational performance, resolving customer concerns, and maintaining strong risk, compliance, and service standards.

Provides expert technical oversight for complex Group Life Insurance claims, including TPD and Income Protection cases. Reviews and authorizes decisions, interprets policies and regulations, guides claim strategy, and supports adverse claims. Coaches claims professionals, facilitates case reviews, strengthens delegated authority, and contributes to quality assurance, governance, risk management, and continuous improvement while collaborating with internal and external stakeholders.

Manage a portfolio of life insurance claims from assessment through finalisation. Responsibilities include analysing and calculating claim payments, communicating with customers and advisers, coordinating with treating doctors and rehabilitation consultants, consulting medical and legal specialists, participating in case conferences, and instructing third-party providers while delivering timely, empathetic outcomes.

Manage end-to-end Total and Permanent Disability and Income Protection life insurance claims for AustralianSuper members. Assess eligibility, calculate benefits, communicate proactively with customers, and coordinate with medical professionals, rehabilitation providers, trustees, and internal specialists. Ensure claims comply with policy and regulatory requirements while contributing to peer reviews, process improvements, and positive customer outcomes.