Motor Claims Consultant

Title: Motor Claims Consultant

Location: Brisbane Australia

Claims

Brand: RACQ - Insurance

full-time

Remote: Hybrid

Job ID: 50375

Job Description:

From September 2025, RACQ's insurance arm began a long-term strategic alliance with IAG. RACQ Insurance helps members live and move safely, securely and sustainably into the future. We're proud to continue delivering trusted cover and local care, while embracing new opportunities to support our communities.

We are currently seeking multiple Motor Claims Consultants to join our dynamic and high-performing team.

If you''re passionate about delivering exceptional customer service and are looking to build a long-term career, this could be the perfect opportunity for you. We offer a supportive and collaborative environment, with clear career progression opportunities and leadership development pathways.

As a Motor Claims Consultant, you'll manage claims from end to end, including claim lodgement, handling a variety of cases ranging from straightforward to moderately complex.

This is a predominantly phone-based role, where you'll be the first point of contact for customers, guiding them through the claims process while delivering a positive and empathetic experience.

This is a permanent full-time role based in Meanjin (Brisbane).

Work Hours & Availability

This role operates on a rotating 8.5-hour shift schedule between 7:00 AM and 7:15 PM, Monday to Friday. Flexibility to work weekends is also required, with shifts scheduled between 8:30 AM and 5:15 PM.

Following the successful completion of the 10-week training program, you will have the flexibility to work from home.

What You''ll Do

• Manage motor insurance claims from lodgement through to resolution, handling inbound customer enquiries, assessing claim information, and making accurate decisions.
• Be the first point of contact for customers lodging motor insurance claims, managing a high volume of inbound calls and creating a positive and supportive experience.
• Clearly explain claims processes, next steps, timeframes, and requirements, helping customers understand what to expect throughout their claims journey.
• Guide customers through the motor claim lodgement process, gathering accurate information about incidents, vehicle damage, third parties, and supporting documentation to ensure claims are set up correctly and efficiently.
• Deliver an outstanding customer experience by actively listening, showing empathy, and providing tailored support, particularly for customers experiencing vulnerability or difficult circumstances.

What You''ll Bring

• A strong customer service background, with a passion for delivering positive experiences.
• Excellent verbal and written communication skills, with the ability to actively listen, and explain information clearly to a diverse range of customers and stakeholders.
• The ability to thrive in a fast-paced, high-volume environment, effectively balancing competing priorities while maintaining attention to detail and quality outcomes.
• Effective time management, problem-solving, and decision-making skills, enabling you to assess information, identify solutions, and achieve positive outcomes efficiently.
• Resilience and adaptability, with the ability to remain calm, professional, and customer focused.

What We Offer

• Boosted superannuation with 13% as standard.
• 20 days annual leave + 5 days MyLeave (extra leave for what's important to you).
• Work from home and many more flexibility options with myFlex.
• Up to 50% off personal insurance, including home and motor insurance.
• Partner discounts on private health insurance, tech & appliances, and many more.
• Industry-leading 20 weeks paid parental leave.
• Access to LinkedIn Learning, the award-winning IAG Academy, study assistance and secondment opportunities.
• employment type eligibility criteria apply

More About Us

As part of IAG you''ll enjoy a world of career opportunities, a purpose-led place focused on creating connection and belonging, and where you can create meaningful impact every day and grow your career beyond the expected. That's not just words. It's our people promise. We''re ready for you with unexpected opportunities for your career, your work-life and your ability to make a difference. We celebrate all viewpoints shaped by life experiences and culture, and are guided by the knowledge and voice of Aboriginal and Torres Strait Islander peoples, businesses, and communities. We collaborate on Indigenous-led solutions that enable growth and create meaningful change for our customers and employees.