Insurance Claims Officer

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Purpose of the Role:

The Claims Officer plays a key role in the day-to-day management of claims operations and partner support. This role is responsible for coordinating the full claims lifecycle—from lodgement through assessment, insurer liaison, and resolution—to clear and professional communication with clients and partners.

In addition, the role supports general customer and partner operations by managing inbound queries, maintaining accurate records, and assisting with administrative tasks across quoting, policy management, and payments.

This role sits within a small, growing team, and will suit someone who is comfortable working in an evolving environment where claims processes and precedents are still being refined. You'll be expected to exercise sound judgment within established guidelines, document decisions clearly, and contribute to continuous improvement of our workflows and claims documentation.

This is an offshore role that works closely with the Australian operations team to deliver timely, professional, and accurate service across all customer touchpoints.

Key Responsibilities:

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1. Claims Management

• Act as the main point of contact for accounting practices and policyholders throughout the claims process.

• Review and assess new claim submissions to ensure documentation completeness and accuracy.

• Coordinate and request supporting documentation from clients and accounting firms.

• Maintain clear communication with HDI Global Specialty SE (the insurer) on all claim matters.

• Analyse claims before submission to HDI, providing an internal summary and recommended position.

• Track and update claim progress within central registers and systems.

• Escalate complex, disputed, or sensitive claims to senior management for review.

• Contribute to building and maintaining claims process documentation and decision frameworks.

• Identify opportunities to improve efficiency or clarity in the claims process as the function matures.

1. Customer and Partner Support

• Respond to inbound phone and email queries from clients and partners regarding technical, policy, and product matters.

• Provide clear and consistent explanations of policy inclusions, exclusions, and optional cover add-ons.

• Assist partners with portal access, navigation, and basic troubleshooting.

• Escalate non-standard or complex queries to the appropriate team (Product, Operations, or Compliance).

1. Policy Administration

• Process routine policy updates including contact details, renewals, and cancellations.

• Prepare and issue standard confirmation, renewal, or cancellation communications.

• Conduct duplicate checks and correct minor data errors in quote or policy records.

1. Payments & Invoicing

• Prepare and send BPAY invoices and payment instructions on request.

• Record payment follow-ups and pursue outstanding balances for BPAY and invoice payments.

• Support payment reconciliation and ensure accurate record keeping.

1. Reporting & Record Keeping

• Maintain accurate and up-to-date records of client and partner interactions.

• Prepare regular summary reports on claims activity, support queries, and turnaround times.

• Assist with the maintenance of dashboards and operational reporting tools as required.

1. General Administration & Support

• Assist with the maintenance of templates, standard email communications, and FAQs.

• Support process improvement initiatives and system testing as directed.

• Undertake general administrative duties as required by the Operations team.