Claims Assistant

Welcome to TAL. As a leading life insurer, we’ve been protecting Australians for over 150 years. Backed by Dai-ichi Life, we're driven by big ambitions and empower to create better products and services.

Together with our Partners, we’re helping millions of Australians live a life filled with choices, options, and freedoms. See the direct impact you make delivering support and financial security with care and expertise. Grow beyond expectations with diverse roles, global connections, and exclusive learning opportunities.

Work with passionate, bright and capable colleagues. Feel inspired by supportive leaders. Collaborate with heart, where flexibility, wellbeing and inclusivity is valued. Together, we're reimagining insurance.

So, bring a curious mind and an ambition to help us become the progressive, digitally enabled leading insurer.

This role is accountable for handling the process aspects of claims assessing required by Claims Consultants to assess claims. The Claims Assistant will also assess low complexity claims as well as assessing and initiating appropriate support options tailored to the customer’s needs where appropriate.

This role is integral to meeting the quality and service standards which ensure the functions are meeting TAL’s Customer and Claims requirements.

In this role you will:

Undertake customer service and administration in support of the Claims function, including but not limited to:

• Preparing initial claims for assessment and labelling documents in claims systems ensuring compliance and administration requirements are met
• Summarising information from customers e.g., medical reports, clinical notes, rehab updates and progress claim forms
• Monitoring team workflows and taking actions to ensure workflow prioritisation and portfolio management
• Co-ordinating referrals including Medebridge, CDAP, Health Team, Reinsurance
• Scheduling and co-ordinating appointments
• Oversight of claims closures and invoicing
• Placing LTC checklists into claims
• Answering queries from customers e.g., Request for Payment Summaries or payment due dates
• Logging Complaints and Incidents on behalf of consultants
• Management of Low Complexity Claims portfolio
• Draft letters to customers – e.g., 5.5 /Payment letters
• New consultant process coaching

• Minimum 1-2 years in a customer service-based role
• Understanding of medical terminology (desirable)
• Keen interest in progressing a career into claims management (desirable)
• Outstanding relationship management and negotiation skills
• Excellent attention to detail and strong problem-solving skills
• Ability to build rapport over the phone and demonstrate empathy with customers during difficult times

TAL is one of Australia’s leading life insurers, committed to inclusion, and supporting the career growth of our diverse workforce. We’re proud to be: 

• An Inclusive Employer – Recognised as Employer of Choice for Gender Equality by the Workplace Gender Equality Agency and Bronze Tier Status within the Australian Workplace Equality Index 
• Diversity Champions – Member of Diversity Council Australia, Australian Disability Network, Pride in Diversity and Champions of Change 
• Reconciliation Advocates – Read our Innovate Reconciliation Action Plan.
• We welcome applications from people with diverse experiences, perspectives and backgrounds including Aboriginal and Torres Strait Islander people, caregivers, individuals living with disabilities, people from culturally diverse backgrounds and the LGBTIQ+ community. 
• Need adjustments during the recruitment process? Let our team know by getting in touch with us here.—we’re here to support you.

You’re always accountable for your actions. You never give up. You strive to find the best outcomes for customers and partners. And you value working together to find the best solutions for problems.  

As part of the recruitment process, there are several checks which may be conducted to demonstrate your eligibility for a role at TAL including Criminal History, Bankruptcy, Entitlement to Work, Regulatory and Reference Checks. 

#LI-Hybrid  

Everyone at TAL has a responsibility to do the right thing and is accountable for the way they conduct themselves. Our expectations are that you follow the principles set out in our Code of Conduct when you come to work every day. Risk management is everyone’s responsibility.

If you are already a TAL employee please apply via the SmartRecruiters button in Workday and navigate to the Employee Portal. This is important to ensure that your application is recorded accurately.