Insurance Roles – Claims Officer (Broker)

Role summary

The Claims Officer at a Broker is point of contact between the Insured and Insurer and responsible for the management, co-ordination and settlement of all claims within their own settlement authority.  In providing an ‘end to end’ claims service the Claims Officer must actively manage all aspects of the claims process at a technical, advisory, specialist resource, negotiation, administrative and interpersonal level to ensure efficient and effective settlement within the terms of the relevant Policy wording and agreed quality standards.

This short video from NIBATV summarises the role played by a Broker Claims Officer/Advocate:

How the claims process works - Need a Broker version from NIBATV on Vimeo.

Key accountabilities

  • Whilst reporting to the Claims Manager for performance, technical advice and professional development matters the role will work closely with the Broker (or in some circumstances the client directly) on a daily basis to ensure that the claims services are fully dedicated and responsive to the needs and requirements of the client
  • Handle your own portfolio of losses within a set authority limit
  • Provide efficient and effective claims service to clients


  • Proven record of successful administration and management of insurance claims
  • Sound knowledge of the claims process and legal practices
  • Sound IT Skills and experience with claims IT Systems where claims management and reporting interface directly with Information Technology

 Personal attributes           

  • Ability to build valuable relationships with clients that are based on mutual respect to build their loyalty
  • Ability to source, challenge, integrate and reconstruct diverse sources of information to identify, analyse and determine trends, inaccuracies in data and proactively develop solutions
  • Ability to develop, implement, manage and deliver multiple projects in an environment that is resource and time constrained with high demands for service quality, technical expertise and results
  • Ability to identify, analyse and proactively resolve problems
  • Ability to work effectively within a team environment, to proactively share knowledge and work collaboratively to support colleagues and deliver required business outcomes


  • Prior Insurance Claims Management experience
  • Senior Associate/Fellow of the Australian and New Zealand Institute of Insurance and Finance (Desirable or working towards)


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