Claims Home Advisor

Role overview

As a Claims Home Advisor, you’ll handle home insurance claims in a fast-paced environment where several matters may be active at once. The role suits someone who is comfortable balancing multiple files, tracking updates and keeping customers informed when timeframes are important.

This position may feel familiar if you’ve worked in property management or real estate administration, where you coordinate repairs, follow up with trades, keep tenants or owners updated and maintain accurate records. Here, that same organised approach is applied to customers whose homes have been affected by damage, with greater responsibility around decision-making and customer care.

Each day involves working through a structured claim workflow: reviewing information, arranging repairs, answering customer questions and keeping cases progressing. Customers may be calm or may be dealing with stress, so steady communication, empathy and clear thinking are essential.

You’ll receive paid training and ongoing support to build your capability while helping customers get back on track.

What you will do

• Manage multiple home claims simultaneously while working through daily priorities and organised workflows.
• Speak with customers regularly and explain the next steps in a clear, reassuring way, especially when they are uncertain or under pressure.
• Assess documents, quotes and reports to make fair decisions based on policy and evidence.
• Coordinate repairs, follow up with tradespeople and help keep timelines on track.
• Maintain clear, accurate notes so claims remain compliant and easy for others to understand.
• Move between phone calls, emails and internal systems throughout the day while keeping work progressing.

What success looks like

• Records are detailed, accurate and complete so the claim can be followed easily by others.
• Customers stay well informed because updates are timely and consistent.
• Claims continue to move forward because follow-ups happen early rather than after delays build up.
• Decisions are grounded in policy and evidence instead of assumptions.
• Communication remains calm and professional even when customers are upset or frustrated.

Benefits and workplace culture

• Performance-based incentives with annual pay reviews.
• 22 days of annual leave and a Monday to Friday schedule.
• An engaging workplace environment with food trucks, themed days and team celebrations.
• Supportive leaders who provide clear direction, regular coaching and opportunities to move into new roles.
• Practical everyday benefits including free skin checks, flu vaccinations, wellbeing sessions, discounted gym access and discounted insurance.
• Purposeful work that helps customers recover when life does not go to plan.

Why this employer

The company aims to make insurance feel more human and to offer customers a better alternative. As a challenger brand, it focuses on real people supporting customers during important moments. Employees are given room to grow, with structured development, hands-on coaching and career pathways that have helped many team members step into leadership roles.

The business operates with a performance-driven culture where effort is recognised through incentives, public appreciation and internal programs. Leadership is direct and focused, and growth in the customer base continues to create new opportunities across the organisation.

Additional information

This is a full-time, onsite role based on the Sunshine Coast, Queensland, Australia.

The role is aligned to a Monday to Friday working pattern and includes 22 days of annual leave.

Paid training and ongoing support are provided.

The job is centred on helping customers recover after damage to their home and supporting them through the claims process with clarity and care.

It is described as work that is a little more shaped around you.